IT Technician II

About The Team

The IT Service Operations team is responsible for the day-to-day IT support for Playlist (Mindbody, Classpass, Booker, Kite). This includes support for hardware, software, SaaS, as well as onboarding & offboarding of employees and contractors.

The Role You'll Play

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.

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

The Experience You’ll Bring

Minimum Qualifications:

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 ServiceNow ticketing workflows

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

Advanced proficiency with collaboration tools (SharePoint, Word, Excel, Slack, Zoom, etc.)

Basic understanding of the user account lifecycle in various SaaS apps

Ability to use the tools and documentation at hand to research solutions for IT problems

Excellent oral and written communication and documentation skills

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.

It is the Company's intent to pay all Team Members competitive wages and salaries that are motivational, fair and equitable. The goal of Company's compensation program is to be transparent, attract potential employees, meet the needs of all current employees, and encourage Team Members to stay with our organization. Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to skill set, depth of experience, certifications, and specific work location.

The base salary range for this position in the United States is $42,00 to $55,000. The total compensation package for this position may also include a performance bonus, benefits and/or other applicable incentive compensation plans