Greater Purpose and Core Values:
Athletico’s Greater Purpose is to empower people, inspire hope and transform lives. We accomplish this by providing exceptional, progressive, and cost-effective fitness, performance and rehabilitative services through personalized care that emphasizes education and prevention of future injury. This is accomplished through building on our Core Values of one team, understanding our business, recognition, people-focused, accountability, continuous innovation and trust and integrity, which are the foundation for our unique culture.
Position Summary:
The End User Support Associate will be responsible for providing Tier 1 support to internal customers to ensure proper computer operation to accomplish business tasks. This role provides daily technical end-user support including receiving, prioritizing, documenting, and actively resolving end user help requests through a ticketing system and/or phone communication. This role requires problem resolution involving diagnostic and other software tools, as well as individual in-person or remote hands-on help to triage and analyze solutions.
Essential Duties and Responsibilities:
- Serve as first point of contact for account and desktop issues from end users through a ticketing system and phones
- Diagnose root-cause of user issues through end user interview and issue simulation
- Identify work-around to mitigate user issues
- Independently manage and resolve more than 80 active user issues per week and refer complex issues to Tier 2 support
- Collaborate with internal teams to identify and solution recurring problems
- Develop strong working knowledge of all software and hardware used and supported by the organization
- Review critical field facing IT systems to prevent and mitigate issues
- Participate in the field equipment lifecycle process including procurement, device imaging and decommissioning
- Provide system administration support as needed to support issues in the field
- Develop and refine documentation used by end users and help desk staff
- Perform field work at Athletico locations as directed by IT leadership
Qualifications:
- Education:
- Bachelor’s degree preferred
- Work Experience:
- IT Service Desk experience preferred
- Certification/Licensure:
- Knowledge and Technical Skills:
- Knowledge of basic computer hardware
- Knowledge of Software Productivity Suites (MS Office, Libre Office, etc)
- Knowledge of Microsoft Active Directory
- Knowledge of Microsoft Windows 10
- Knowledge of basic IPV4 computer networking
- Excellent verbal and written communication skills
- Excellent problem solving skills and diagnostic skills
- Must possess the ability to exhibit professionalism, exceptional customer service, teamwork and a positive attitude in the workplace.
Language Skills:
- Ability to read, write and speak English proficiently
Physical Demands:
The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential function.
- Ability to fulfill office activities including, but not limited to, remain stationary for extended periods of time (i.e., while working at a desk), stoop/kneel/crouch, travel around the office, communicate with others (verbal and written), and use fine motor skills including fine hand manipulation and keyboarding.
- Ability to see at close range, distance vision, peripheral vision, depth perception, and the ability to adjust focus.
- Occasionally lift and/or move up to 20-25 pounds
Work Environment:
- Consistent with a standard office environment, noise level is low with little to no extraordinary environmental factors.
Additional Benefits offered with this full-time position:
- Medical & Rx, Dental and Vision (eligibility begins day one of employment)
- NEW FOR 2025 – KinderCare Discount
- NEW FOR 2025 – Headspace for Friends/Family
- HSA, Healthcare FSA, Dependent Care FSA
- Progyny Fertility Benefit
- Critical Illness, Accident, & Hospital Indemnity Insurance
- Company Paid Basic Life / AD&D
- Supplemental Life Insurance (Employee, Spouse, Child)
- Company Paid Short-Term & Long-Term Disability
- Company Paid Maternity & Parental Leave
- Adoption & Surrogacy Expense Reimbursement
- Legal & Credit Monitoring
- PTO (accruing starts immediately upon hire)
- 6 Major Holidays off plus 2 floating holidays yearly
- Physical Therapy/Occupational Therapy benefits as an employee
- Bereavement Time Off & Resources
- Commuter: Pre-Tax Transit & Parking
- Retirement 401(k) w/ Per-Pay Company Match
- SoFi Financial Wellness Tools & Loan Resources
- HUSK Fitness Resources & Gym Discounts
- Home, Auto, and Pet Insurance
- Employee Assistance Program (EAP)
- Employee Discount Program
- Plus more! Learn more by checking out Athletico's Benefits Summary and ID&E Benefits.
Athletico provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
Salaried ranges listed are for full time (40 hour) employees. Additional pay such as incentive, GAP, overtime, and stipends are subject to the rules of each program and may not be available in all locations. Individual base pay depends on various factors, in addition to primary work location, such as complexity and responsibility of role, job duties/requirements, and relevant experience and skills. Base pay ranges are reviewed and typically updated each year. Offers are made within the base pay range applicable at the time.