Über
The Workplace Technology Administrator is a senior individual-contributor role responsible for the reliability, security, and continuous improvement of 24 Hour Fitness end-user technology services. This position serves as the primary Tier 2 escalation point for complex Support Center issues, providing advanced troubleshooting and operational guidance to frontline staff, while also administering, improving, and evolving core workplace technology platforms--including endpoint management, identity and access, and collaboration tools. The role partners with internal teams and vendors to execute service transitions, standardize and operationalize processes, and drive device and application lifecycle activities that improve user experience, reduce recurring incidents, and strengthen operational performance.
ESSENTIAL DUTIES & RESPONSIBILITIES
Enterprise Systems and Identity Administration Identity and Access (IAM): Administer user lifecycle processes, including provisioning and deprovisioning within Okta, Entra ID, and Active Directory. Endpoint Management: Maintain compliance, security (Trend Vision One), and patching across the fleet using HCL BigFix Lifecycle and JAMF. Print and Software Governance: Administer the printer management environments and monitor software deployment (Microsoft/Adobe/etc.) for license compliance and optimization. Operational Monitoring: Use tools like Power BI Dashboards, Endpoint Management systems, and SolarWinds to detect and address issues before they affect club operations. Advanced Technical Escalation & Tier 2 Support
Tier 2 Technical Anchor: Serve as the primary Tier 2 technical escalation resource for the IT Support Center; resolve complex issues across Windows, macOS, mobile devices, enterprise systems, and applications. Knowledge Operationalization: Translate technical resolutions into SOPs and Knowledge Base articles to improve First Day Resolution metrics. SLA and OLA Compliance: Manage the escalated ticket queue to meet or exceed all SLAs and OLAs. Feedback and Coaching: Review Tier 1 escalations and provide coaching, feedback, and improved troubleshooting methods to Support Center Specialists. Vendor Coordination: Coordinate with external vendors to drive resolution of high-impact incidents and maintain effective working relationships. Project Operationalization and Lifecycle Management
Pilot Validation: Lead pilot efforts by testing new technology in live club environments to mitigate risks before mass production release. Service Transition: Partner with Infrastructure and Application teams to ensure new initiatives meet defined support models and documentation standards. Asset Lifecycle Governance: Execute the end-user device refresh policy, ensuring hardware standards are maintained and assets are properly decommissioned or returned to service. IT Provisioning and Logistics (ITPL) Integration: Collaborate with ITPL to forecast inventory, coordinate equipment delivery, and align lifecycle execution with strategic initiatives. ORGANIZATIONAL RELATIONSHIPS
Reports directly to the Director, Workplace Technology Management. Serves as the primary Tier 2 technical liaison to the Manager, IT Solutions Delivery to support frontline operations. This position maintains collaborative, cross-functional relationships with:
IT Support Center: Provides advanced escalation support, technical coaching, and documentation for Support Center Specialists. Project & Engineering Teams: Partners with Infrastructure, Applications, and Security teams to test and operationalize new technology initiatives. Field Operations: Collaborates with Club General Managers to execute pilot validation protocols and resolve systemic, club-level issues. Lifecycle Partners: Works with IT Provisioning & Logistics (ITPL) and Facilities to coordinate asset movement and hardware refresh activities. Vendor Management: Coordinates technical engagement and issue resolution with key vendors. This position supports all 24 Hour Fitness departments and has no direct reports. REQUIRED QUALIFICATIONS
Minimum Knowledge, Skills and Abilities
Technical Proficiency: Skilled in managing Windows and Apple endpoints, Microsoft 365, HCL BigFix, JAMF, Microsoft Entra ID, Okta for endpoint and identity management, practical knowledge of TCP/IP, proficiency with network health diagnostic tools (Meraki/SolarWinds). Infrastructure and Hardware: Field-facing hardware: PCs, POS, Wi-Fi Access Points, Printers. Analytical Problem-Solving: Employs a systematic approach to problem-solving, utilizing strong analytical skills to diagnose Tier 2 escalations, identify root causes for systemic trends, and implement effective solutions. Exhibits the ability to think critically and make informed decisions under pressure. Project Management: Demonstrates proficiency in planning, executing, and overseeing multiple high-impact projects while meeting strict SLA/OLA deadlines. Effective Communication: Articulates technical concepts in a manner that is accessible to both technical and non-technical audiences. Excels in verbal and written communication, ensuring clarity, coherence, and impact in all forms of messaging. Interpersonal Skills: Demonstrates proficiency in working collaboratively with both technical and non-technical teams, ensuring alignment and cohesive efforts towards shared goals. Adaptability and Resilience: Exhibits the ability to adapt to changing circumstances and overcome challenges with resilience. Vendor Management: Demonstrates the ability to manage vendor relationships and SLAs to support organizational needs. Time Management: Manages time efficiently, with the ability to juggle multiple priorities and tasks in a dynamic environment. Exhibits strong organizational skills, prioritizing tasks based on urgency and strategic importance. Continuous Learning: Maintains a commitment to ongoing professional development. Demonstrates a proactive approach to learning and self-improvement. Preferred
Technical Proficiency: Windows operating systems, Windows Server and Active Directory administration, TCP/IP networking, server administration, and security concepts. Education / Certifications
Minimum
High School diploma or G.E.D. Microsoft Certified Professional (MCP), Computing Technology Industry Association (CompTIA) A+ certification, or equivalent technical training. Preferred
BS or associate's degree--preferably in Computer Science or technology-related field. Cisco Certified Network Associate (CCNA) certification. Helpdesk related training courses. Management and leadership training. Information Technology Infrastructure Library (ITIL) certification. Experience / Qualifications
Minimum
3-5 years of experience in IT technical support or systems administration. 1+ years of hands-on experience with enterprise management tools (BigFix, JAMF, or Okta). 2+ years of customer service experience in a high-volume technical environment. Preferred
5+ years of experience as a 24 Hour Fitness Support Center Specialist. 2+ years of experience supervising technical staff. 5+ years of experience customer service. Physical Demands/ Environmental Conditions
High volume data entry and computer related work, up to 7-8 hours per day. Normal day-to-day business operations: using a keyboard, walking, bending, and reaching. Frequent work outside of typical business hours. Must be able to lift up to 50 pounds. Travel Requirement
Minimal travel required for meetings and club visits or refreshes.
Disclaimers
DISCLAIMER : The above statements are intended to describe the general nature and level of work being performed by incumbents assigned to this job. This is not intended to be an exhaustive list of all the responsibilities, duties and skills required. The incumbent may be expected to perform other duties as assigned. This job may be reviewed as duties and responsibilities change with business necessity.
COMPLIANCE & INTEGRITY:
Consistently supports compliance and Workplace Conduct by maintaining the privacy and confidentiality of information, protecting the assets of the organization, acting with ethics and integrity, reporting non-compliance, and adhering to applicable federal, state and local laws and regulations, accreditation and licensure requirements (if applicable), and 24 Hour Fitness policies and procedures. All Directors, Managers and Supervisors are accountable for communication, implementation, enforcement, monitoring and oversight of compliance policies and practices in their departments.
SERVICE & QUALITY : In addition to defined technical requirements, accountable for consistently demonstrating service behaviors and principles defined by 24 Hour Fitness as well as specific departmental/organizational initiatives. Also accountable for consistently demonstrating the knowledge, skills, abilities, and behaviors necessary to provide superior and culturally sensitive service to members, team members, contracted providers, and vendors.
WORKPLACE SAFETY:
In addition to defined working conditions and physical requirements, employees are accountable for working safely, following established policies and procedures, and reporting all injuries and hazards to their supervisor immediately. Supervisors and Managers are accountable for ensuring the safety performance of employees; applying consistent practices in compliance with federal, state and local regulations; providing guidance to maintain a safe and healthy work environment.
REQUIRED QUALIFICATIONS
Knowledge, Skills and Abilities
Minimum
Technical Proficiency: Skilled in managing Windows and Apple endpoints, Microsoft 365, HCL BigFix, JAMF, Microsoft Entra ID, Okta for endpoint and identity management, practical knowledge of TCP/IP, proficiency with network health diagnostic tools (Meraki/SolarWinds).
Infrastructure and Hardware: Field-facing hardware: PCs, POS, Wi-Fi Access Points, Printers.
Analytical Problem-Solving: Employs a systematic approach to problem-solving, utilizing strong analytical skills to diagnose Tier 2 escalations, identify root causes for systemic trends, and implement effective solutions. Exhibits the ability to think critically and make informed decisions under pressure.
Project Management: Demonstrates proficiency in planning, executing, and overseeing multiple high-impact projects while meeting strict SLA/OLA deadlines.
Effective Communication: Articulates technical concepts in a manner that is accessible to both technical and non-technical audiences. Excels in verbal and written communication, ensuring clarity, coherence, and impact in all forms of messaging.
Interpersonal Skills: Demonstrates proficiency in working collaboratively with both technical and non-technical teams, ensuring alignment and cohesive efforts towards shared goals.
Adaptability and Resilience: Exhibits the ability to adapt to changing circumstances and overcome challenges with resilience.
Vendor Management: Demonstrates the ability to manage vendor relationships and SLAs to support organizational needs.
Time Management: Manages time efficiently, with the ability to juggle multiple priorities and tasks in a dynamic environment. Exhibits strong organizational skills, prioritizing tasks based on urgency and strategic importance.
Continuous Learning: Maintains a commitment to ongoing professional development. Demonstrates a proactive approach to learning and self-improvement.
Preferred
Technical Proficiency: Windows operating systems, Windows Server and Active Directory administration, TCP/IP networking, server administration, and security concepts.
Education / Certifications
Minimum
High School diploma or G.E.D.
Microsoft Certified Professional (MCP), Computing Technology Industry Association (CompTIA) A+ certification, or equivalent technical training.
Preferred
BS or associate's degree--preferably in Computer Science or technology-related field.
Cisco Certified Network Associate (CCNA) certification.
Helpdesk related training courses.
Management and leadership training.
Information Technology Infrastructure Library (ITIL) certification.
Experience / Qualifications
Minimum
3-5 years of experience in IT technical support or systems administration.
1+ years of hands-on experience with enterprise management tools (BigFix, JAMF, or Okta).
2+ years of customer service experience in a high-volume technical environment.
Preferred
5+ years of experience as a 24 Hour Fitness Support Center Specialist.
2+ years of experience supervising technical staff.
5+ years of experience customer service.
Physical Demands/ Environmental Conditions
High volume data entry and computer related work, up to 7-8 hours per day.
Normal day-to-day business operations: using a keyboard, walking, bending, and reaching.
Frequent work outside of typical business hours.
Must be able to lift up to 50 pounds.
Travel Requirement
Minimal travel required for meetings and club visits or refreshes.
Disclaimers
DISCLAIMER : The above statements are intended to describe the general nature and level of work being performed by incumbents assigned to this job. This is not intended to be an exhaustive list of all the responsibilities, duties and skills required. The incumbent may be expected to perform other duties as assigned. This job may be reviewed as duties and responsibilities change with business necessity.
COMPLIANCE & INTEGRITY:
Consistently supports compliance and Workplace Conduct by maintaining the privacy and confidentiality of information, protecting the assets of the organization, acting with ethics and integrity, reporting non-compliance, and adhering to applicable federal, state and local laws and regulations, accreditation and licensure requirements (if applicable), and 24 Hour Fitness policies and procedures. All Directors, Managers and Supervisors are accountable for communication, implementation, enforcement, monitoring and oversight of compliance policies and practices in their departments.
SERVICE & QUALITY : In addition to defined technical requirements, accountable for consistently demonstrating service behaviors and principles defined by 24 Hour Fitness as well as specific departmental/organizational initiatives. Also accountable for consistently demonstrating the knowledge, skills, abilities, and behaviors necessary to provide superior and culturally sensitive service to members, team members, contracted providers, and vendors.
WORKPLACE SAFETY:
In addition to defined working conditions and physical requirements, employees are accountable for working safely, following established policies and procedures, and reporting all injuries and hazards to their supervisor immediately. Supervisors and Managers are accountable for ensuring the safety performance of employees; applying consistent practices in compliance with federal, state and local regulations; providing guidance to maintain a safe and healthy work environment.
Sprachkenntnisse
- English
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