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Do you find yourself “volunteered” as the person to fix the tech problem? Love listening? Do you fall “click holes” while researching the latest MacOS patch? Do you always have the latest phone, tablet, or game console? Peloton is looking for an IT Associate to join the IT Service Delivery team and act as a frontline employee support for our global Enterprise IT Team.  We solve technical problems for over 7000 Peloton team members in five countries - from the tech in the store, to the phone in the delivery van, to the computer the instructors use, the Service Desk interacts with everyone. The ideal candidate will have super-hero level troubleshooting skills, a passion to help people, and tenacious grit to find solutions, wherever they may be.  

RESPONSIBILITIES INCLUDE

• Triage, own and resolve Tier 1 Service Desk requests via Jira ticketing system, Slack phone/video conference or chat, following documented processes
• Follow up on new and outstanding requests and provide timely solutions
• Provide first touch resolution for 80% of requests while meeting established SLAs.
• Provision applications according to documented processes to ensure compliance and fiscal responsibility.
• Provision and retrieve hardware, ensure asset records are accurate, and track logistics as part of documented onboarding/offboarding processes
• Troubleshoot and support video conferencing equipment in onsite conference rooms according to documentation
• Triage, troubleshoot and resolve hardware, software issues.
• Update, Manage and monitor internal assets database, following documented processes, to ensure accurate inventory records for all computer equipment, including retail stores
• Follow documented and established escalation procedures to remove blockers, highlight efficiency opportunities, identify issues with processes, and suggest policy changes
• Maintain internal and end user facing technical documentation
• Other duties as assigned

REQUIREMENTS

• 2+ years’ experience in customer facing support/service role (retail/hospitality/customer service/IT Helpdesk)
• 2+ years’ experience working in an enterprise Mac OS/Windows environment
• 1+ years’ experience working in a GSuite environment
• Basic network and security understanding
• Strong troubleshooting skills - the person everyone goes to “fix” everything
• Flexible to work evenings/weekends/holidays
• Excellent verbal and written communication skills especially in setting customer expectations
• A passion for technology 
• Proven ability to prioritize work to achieve goals
• Demonstrated progress towards and/or the completion of an IT focused certification/bootcamp/degree program or other relevant training
• High school diploma or GED equivalent

PREFERRED QUALIFICATIONS

• 2+ years IT support experience in an Enterprise environment
• Relevant IT certifications (ACMT, ITIL etc.)
• Associates or Bachelor’s degree