Athletico IT End User Support Associate I in Oak Brook, Illinois
Athletico empowers people, inspires hope and transforms lives. Athletico’s sole purpose is to provide 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 demonstrating our core values of one team, understanding our business, recognition, people-focus, accountability, continuous innovation and trust and integrity, which are the foundation for our unique culture and Greater Purpose.
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 desktop issues from end users through a ticketing system
Diagnose root-cause of user issues through end user interview and issue simulation
Identify work-around to mitigate user issues
Independently manage 85 active user issues per week and refer complex issues to Tier 2 support
Collaborate with internal teams to identify and solution recurring problems
Develop mastery 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 Help Desk Manager
Education and Experience: The requirements listed below are representative of the knowledge, skill, and/or ability required.
Bachelor’s degree required
0-2 years related work experience
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.
Essential Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactory. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Patient/Client Satisfaction: Providing care/service that exceeds expectations
Accountability: Accepting responsibility for my actions, decisions, and behaviors
Continuous Improvement: Developing personally and professionally
Teamwork: Collaborating to achieve a common goal
- Ability to read, write and speak English proficiently
Physical Demands: The physical demands describe 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.
Specific vision requirements include the ability to see at close range, distance vision, peripheral vision, depth perception, and the ability to adjust focus
While performing the duties of this job, the employee is regularly required to talk and hear
Possess the ability to fulfill any office activities normally expected in an office setting, to include, but not limited to: remaining seated for periods of time to perform computer based work, participating in filing activity, lifting and carrying office supplies (paper reams, mail, etc.)
Frequently required to stand, walk, sit, use hands to feel, and reach with hand and arms
Occasionally lift and/or move up to 20-25 pounds
Fine hand manipulation (keyboarding)
Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually low
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.
External Company URL: http://www.athletico.com/
Requisition ID: 2021-15933
Street: 2122 York Road