Systems Administrator I

24 Hour Fitness

About The Position

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.

Requirements

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.
High School diploma or G.E.D.
Microsoft Certified Professional (MCP), Computing Technology Industry Association (CompTIA) A+ certification, or equivalent technical training.
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.

Nice To Haves

Technical Proficiency: Windows operating systems, Windows Server and Active Directory administration, TCP/IP networking, server administration, and security concepts.
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.
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.

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.