IT End User Support Specialist II

ABC Fitness is the #1 software provider for fitness businesses of any size, all around the world. The IT End User Support Specialist II will provide technical support to employees, troubleshoot software and hardware issues, and assist with the installation and support of new technology.ResponsibilitiesTroubleshoot employee’s desktop and/or software and when necessary, work to determine root cause of issueBe customer oriented and customer focusedWork with IT staff to identify network events that affect ABC customers and employeesProvide regular status updates to managementResearch and recommend products which help in making the employee model successfulAssisting with the installation and support of new hardware and softwareProviding technical support to users with very different levels of IT knowledgeProvide Level 2 support to the internal employees and Service Desk TeamProvides a wide range of support activities ranging from hardware/software issues to forgotten passwords and seeks out ways to minimize repeat occurrencesAssisting Senior staff with the day-to-day management of various systemsWorking closely with other departments/organizations to analyze requirements or solve problemsMonitoring and reporting system performanceParticipating in projects as a technical support knowledge baseWork closely with other teams for problem resolution and project coordinationResolve issues submitted to our support ticketing systemCreating cases for employee computer/software and hardware issuesAbility to escalate issues to appropriate personnel when neededAbility to work as a liaison between employees and other support staff of ABCSupport and comply with ABC security policies as well as provides input as needed to help keep security processes and policies relevant and up to dateArrange for equipment repair on computer systemsLead New hire IT orientations for Windows or Mac usersPerform other duties as assigned by manager or managementParticipate in Desktop On-call Rotation cycleSkills1+ years of technical support experienceStrongly developed analytical and troubleshooting/ problem-solving skillsDetailed oriented and self-starterGood communication skills (written and oral)Knowledge and experience with Mac and PC hardware and set upAbility to service and troubleshoot all aspects of PC hardware and softwareKnowledge and experience with the support of Mac systems, operating issues and their peripheralsAn understanding of managed networks and network storage devicesAn understanding of internet service providers and ability to troubleshoot ISP issuesAn understanding of IT security and complianceFlexibility/adaptability – ability to change priorities quickly and oftenGo above and beyond to offer an exceptional level of customer serviceAbility to effectively manage customer's expectationsRequired to work onsite in our Frisco, TX facility at least 3 days per weekBenefitsTime Off – with our open PTO policy, we offer flexibility in how and when you take PTO!Days of Disconnect – once a quarter, we take a collective breather and enjoy a day off together around the globe. #oneteamParental & Pawternity Leave – we offer leave for when your family grows by two feet or four paws!Best Life Perk – we are committed to meeting you wherever you are in your fitness journey with a quarterly reimbursementMedical/Dental/Vision coverageEAP – we get you help when you need it. Period.Premium Calm App – enjoy tranquility with a Calm App subscription for you and up to 4 dependents over the age of 16And more! – so many benefits we couldn’t even fit them all here!Company OverviewWith four decades of experience behind us, we’ve brought together a suite of best-in-class platforms and a diverse, global, united team. It was founded in 1981, and is headquartered in Sherwood, Arkansas, USA, with a workforce of 1001-5000 employees. Its website is http://www.abcfinancial.com.Company H1B SponsorshipABC Fitness has a track record of offering H1B sponsorships, with 1 in 2025, 3 in 2023, 2 in 2022. Please note that this does not guarantee sponsorship for this specific role.



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