Planet Fitness - IT Support Coordinator - Salem, NH

IT Support Coordinator

The IT Support Coordinator will be responsible for supporting the Global Operations Team and monitoring the helpdesk system daily by addressing issues as they are received. Interacts with club employees to troubleshoot and resolve IT-related complications while providing excellent customer service and supporting Taymax standards. The Help Desk Technician will work alongside and supplement our IT Vendor/Managed Service Provider to provide peak season support and offload some of the requests.

Candidate will work as a liaison and partner to our IT Vendor, escalating and triaging tickets. Position is based in Salem NH, with potential for the ideal candidate to travel 5-10% to assist in club projects as needed.

Key responsibilities of this role are as follows:

• Primary responsibility will be managing and responding to end user (club staff) help desk requests in our ticketing platform (Service Channel)
• Basic troubleshooting including:
• Desktop and Laptops (Windows)
• In-club Point of Sale (POS) and peripherals
• Telephony (VOiP)
• In-club AV including but not limited to, TVs, sound systems, in-club entertainment (cable, video systems/modulators)
• Level 1 networking support (with vendor assistance)
• Camera systems
• Microsoft Software and Services (Teams, One Drive, Outlook, etc)
• Provisioning and troubleshooting Windows 11 Operating Systems (Azure Active Directory & Microsoft lntune/ Autopilot) including installing desktop applications.
• Assist with video footage requests/ investigations.
• iPad & MOM support.
• Project Management for single club installations/remediations.
• Clearly communicates technical solutions in a user-friendly, professional manner.
• Performs consistent follow-up with users to ensure complete resolution and user satisfaction.
• Onboarding and offboarding users.
• Hardware procurement, tracking and distribution.
• Identifies consistent themes with tickets to build process improvements, documentation, or communication as needed.
• In office support for users and technology.
• Analytics and reporting in IT ticketing system to show health of the business and current trends.
• Responsible for outward communication of IT information inclusive of updates to field leadership, building presentations, and sending out key updates.