JOB FAMILY SUMMARY:
The IT Service Operations team is responsible for the day-to-day IT support for MINDBODY + Class Pass. This includes support for hardware, software, Saa S, as well as onboarding & offboarding of employees and contractors.
JOB SUMMARY:
IT Technician II is part of our support function in IT Operations that plays a critical role by providing timely and accurate technical assistance. This position supports the organization's employees in accessing their corporate credentials, system applications, and hardware. The role requires clear communication, troubleshooting capabilities, and impeccable customer service. Employees in this role are comfortable with all types of software or hardware issues and require minimal support from other team members.
MINIMUM QUALIFICATIONS AND REQUIREMENTS:

• 2+ years of experience working within IT

• Advanced knowledge of both the Windows + Mac operating systems

• Intermediate internet/network troubleshooting capabilities

• Intermediate knowledge of identity providers (azure, okta, etc), distribution groups, security groups, and access control

• Foundational expertise in how systems interact

• Experience working with Service Now ticketing workflows

• Experience working with endpoint management or EDRs (Crowdstrike), mobile device management (Intune, Jamf)

• Advanced proficiency with collaboration tools (Share Point, Word, Excel, Slack, Zoom, etc.)

• Basic understanding of the user account lifecycle in various Saa S apps

• Ability to use the tools and documentation at hand to research solutions for IT problems
• Excellent oral and written communication and documentation skills

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Serving as the first point of contact for IT support within the organization

• Respond to IT support requests submitted through ticketing system or other support channels

• Provide empathetic and knowledgeable support to employees

• Installing, configuring and maintaining software and hardware

• Diagnosing and troubleshooting software and hardware issues

• Maintaining and updating technical documentation regularly

• Provide feedback around IT policies or processes and suggest new workflows

• Comfortably translate technical concepts to employees

WORK ENVIRONMENT AND TRAVEL REQUIREMENTS:

• Dexterity of hands and fingers to operate a computer keyboard.

• This position is mostly stationary and will be required to remain stationary for extended periods of time.

• Specific vision abilities required by this position include close vision, color vision, and the ability to adjust focus.

• The noise level in the work environment is usually moderately quiet.