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:

Provide daily oversight of incident and service request resolution for the Service Desk, identify opportunities for improved Service Desk Operations and act as the final level of escalation within the Service Desk Organization.

Essential Duties and Responsibilities:
The below is not an exhaustive list of duties and you will be expected to perform different tasks as necessitated by your changing role within the organization and the overall business objectives of the organization.

• Diagnose and troubleshoot end user desktop application issues and provide appropriate solution
• Perform 1st, 2nd, or 3rd level desk side support services troubleshooting & remediating hardware, software, and network-related issues for end-users & Executives
• Coach and Assist Level 1 and Level 2 Service Desk team on incident triage, complex issues, time management, and incident documentation
• Monitor ticket SLA metrics and work with Level 1 and 2 teams to achieve ticket KPIs
• Produce and maintain knowledge articles, run books, and team processes for Service Desk Organization
• Develop and improve reporting to track incident hopping, SLA Breach, incident auditing
• Ensure appropriate communication with field personnel
• Lead the charge in automating common processes
• Troubleshoot recurring technical issues and suggest solutions to address the root of the problems
• Work on special projects and collaborate on problem identification and resolution

Qualifications:

• Education:
  • Bachelors Degree or eqivalent experience working in a similar capacity in a small to medium team of IT Service Desk/Help Desk professionals
    
    
• Work Experience:
  • 5 years of hands on experience of Service Desk operations, Desk Side Support operations, Asset Management, Desktop Image Management, Voice and Mobility Support required
    
    
• Certification/Licensure:
  • Informal ITIL training required, ITIL 4 Foundation certification preferred
    
    
• Knowledge and Technical Skills:
  • Microsoft Active Directory
  • Windows Operating System Deployment
  • Citrix Xen App Administration and Support
  • Intermediate understanding of networking protocols (DNS, DHCP, TCP/IP etc.)
  • Knowledge of scripting (ie. Python, Bash, PowerShell, Apps Script)
  • Microsoft 365 including Teams, Azure AD, Device Management, Exhange Online preferred
  • ServiceNow Administration and Reporting preferred
  • Healthcare applications and protocols (EMR/EHR, HL7, etc) preferred

Language Skills:

• Ability to read, write and speak English proficiently

HR Use Only:

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.

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.