IT Service Desk Technician - Tier 3 at iFIT in Logan, Utah

Job Description:

SUMMARY

iFIT's vision is to create the world's most holistic health and fitness platform, integrating all elements of health - physical fitness, mental health, nutrition and active recovery - into a seamless interactive experience. We develop proprietary software that learns and adjusts to the habits of each person as it delivers immersive content that guides them on their individual fitness journey.

We are currently seeking an ambitious pace-setter to join our team as a IT Service Desk Technician, Tier 3.

ROLE COMMITMENTS

• Serve as a Subject Matter Expert (SME) in service desk troubleshooting by learning iFIT's tools and applications


• Achieve a 95% SLA on Tier 1 & 2 tickets and 90% on Tier 3 tickets


• Support the organization's Application Portfolio Management strategy


• Be a change agent for innovation and automation in the IT department by looking for opportunities to streamline processes and resolve issues at the root cause

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provide support for systems, equipment, and technical issues, ensuring minimal downtime and efficient resolution.


• Develop and implement process improvements to increase efficiency and effectiveness within the IT Service Desk.


• Maintain and support systems and equipment for employees, including management of software, hardware (Windows and Macs), and mobile devices.


• Coordinate with cross-functional teams to resolve complex technical problems, leveraging tools like Microsoft 365, Google Workspace, and InTune.


• Provide advanced technical support to ensure hardware and software systems are fully functional and meet business needs.


• Manage and track IT assets, ensuring accurate inventory and efficient utilization of resources.


• Support identity and access management, including administration of Okta for secure user access.