ABOUT US
For over 40 years, 24 Hour Fitness has been a leader in the industry, driven by our mission to help our community live healthier and happier through the transformative power of fitness. With clubs nationwide, we create inclusive, welcoming spaces equipped with premium strength and cardio equipment, studio classes, and innovative digital tools. Our impact goes beyond the gym--we support our members' total well-being through coaching, connection, and community. Join us and be part of a team that's changing lives every day!

JOB SUMMARY

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 printer management environments and monitor software deployment (Microsoft, Adobe, etc.) for license compliance and optimization.
Operational Monitoring: Use tools such as Power BI, endpoint management platforms, and SolarWinds to proactively identify and address issues before they affect club operations.

Advanced Technical Escalation & Tier 2 Support

Tier 2 Technical Anchor: Serve as the primary Tier 2 escalation resource for the IT Support Center, resolving 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-contact and first-day resolution metrics.
SLA and OLA Compliance: Manage escalated tickets to meet or exceed established service commitments.
Feedback and Coaching: Review Tier 1 escalations and provide coaching, feedback, and troubleshooting guidance.
Vendor Coordination: Partner with external vendors to drive resolution of high-impact incidents and maintain effective working relationships.

Project Operationalization and Lifecycle Management

Pilot Validation: Lead pilot testing of new technologies in live club environments to mitigate risk prior to broad deployment.
Service Transition: Partner with Infrastructure and Application teams to ensure new initiatives include documented support models and operational readiness plans.
Asset Lifecycle Governance: Execute end-user device refresh programs, ensuring hardware standards are maintained and assets are properly retired or redeployed.
IT Provisioning and Logistics (ITPL) Integration: Collaborate with ITPL to forecast inventory, coordinate equipment delivery, and align lifecycle activities with business initiatives.

ORGANIZATION RELATIONSHIPS
Reports directly to the Supervisor, IT Deployment and Asset 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.

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.

BENEFITS AT 24

In line with our mission to create a healthier, happier world, we offer comprehensive benefits to help our team members do just that. We offer benefits such as paid time off, medical and dental coverage, 401k with match for qualifying positions, a free gym membership, and discounts on products and personal training. We also have a variety of Employee Resource Groups that you can connect with to participate in community events both in-person and virtually.

DISCLAIMER: This job description is intended to describe the general job functions and requirements for this position. This is not intended to be an exhaustive list of all the qualifications, responsibilities, duties, and skills required. 24 Hour Fitness reserves the right to modify, add, or remove duties as necessary.

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IT Deployment Asset Specialist