IT End User Support Specialist II

ABC Fitness•Dallas, TX

22h•Hybrid

About The Position

Join ABC Fitness and become part of a culture that’s as ambitious as it is authentic. Let’s transform the future of fitness—together! Our Values Best Life We believe great work begins with great people. That’s why our culture is built on respect, trust, and belonging. We create an inclusive environment where every team member can bring their authentic self to work—because diverse perspectives drive innovation and meaningful impact. Growth Mindset We are doers, thinkers, and dreamers. At ABC Fitness, your growth is our investment. Through continuous learning, mentorship, and professional development opportunities, we empower you to reach new heights—personally and professionally. One Team From day one, you’ll be part of a team that collaborates, celebrates, and cares. We move fast, support one another, and have fun along the way. Because when you thrive, we all thrive. RESPONSIBILITIES: Troubleshoot employee’s desktop and/or software and when necessary, work to determine root cause of issue Be customer oriented and customer focused Work with IT staff to identify network events that affect ABC customers and employees Provide regular status updates to management. Research and recommend products which help in making the employee model successful Assisting with the installation and support of new hardware and software Providing technical support to users with very different levels of IT knowledge Provide Level 2 support to the internal employees and Service Desk Team. Provides a wide range of support activities ranging from hardware/software issues to forgotten passwords and seeks out ways to minimize repeat occurrences Assisting Senior staff with the day-to-day management of various systems Working closely with other departments/organizations to analyze requirements or solve problems Monitoring and reporting system performance Participating in projects as a technical support knowledge base Work closely with other teams for problem resolution and project coordination Resolve issues submitted to our support ticketing system Creating cases for employee computer/software and hardware issues Ability to escalate issues to appropriate personnel when needed Ability to work as a liaison between employees and other support staff of ABC Support and comply with ABC security policies as well as provides input as needed to help keep security processes and policies relevant and up to date Arrange for equipment repair on computer systems Lead New hire IT orientations for Windows or Mac users. Perform other duties as assigned by manager or management Participate in Desktop On-call Rotation cycle QUALIFICATIONS: 1+ years of technical support experience Strongly developed analytical and troubleshooting/ problem-solving skills Detailed oriented and self-starter Good communication skills (written and oral) Knowledge and experience with Mac and PC hardware and set up Ability to service and troubleshoot all aspects of PC hardware and software Knowledge and experience with the support of Mac systems, operating issues and their peripherals An understanding of managed networks and network storage devices An understanding of internet service providers and ability to troubleshoot ISP issues An understanding of IT security and compliance Flexibility/adaptability – ability to change priorities quickly and often Go above and beyond to offer an exceptional level of customer service Ability to effectively manage customer’s expectations Required to work onsite in our Frisco, TX facility at least 3 days per week Please note that the salary information shown below is a general guideline only and based on employees in USA and may be different in other countries. Salaries are based upon candidate experience, qualifications, and location, as well as market and business considerations. Our pay range for USA based candidates for this position is $54,500 - 60,500 USD annually. Your recruiter can share more about the specific salary range for the job location during the hiring process. Also, certain positions are eligible for additional forms of compensation such as bonuses and commissions. WHAT’S IN IT FOR YOU: Purpose led company with a Values focused culture – Best Life, One Team, Growth Mindset Time Off – with our open PTO policy, we offer flexibility in how and when you take PTO! Days of Disconnect – once a quarter, we take a collective breather and enjoy a day off together around the globe. #oneteam Parental & Pawternity Leave – we offer leave for when your family grows by two feet or four paws! Best Life Perk – we are committed to meeting you wherever you are in your fitness journey with a quarterly reimbursement Medical/Dental/Vision coverage EAP – we get you help when you need it. Period. Premium Calm App – enjoy tranquility with a Calm App subscription for you and up to 4 dependents over the age of 16 And more! – so many benefits we couldn’t even fit them all here! At ABC Fitness, we don’t just build technology—we build communities and transform lives. Your work matters here, your growth is supported, and your voice is heard. We welcome diverse talent and encourage you to apply, even if you don’t meet every requirement. ABC’S COMMITMENT TO DIVERSITY, EQUALITY, BELONGING AND INCLUSION : ABC is an equal opportunity employer committed to diversity, equity, and inclusion. We strive to create a workplace where every employee, client, and partner feels valued, inspired, and empowered to reach their full potential. For us, inclusion isn’t just the right thing to do—it’s a business imperative. Learn more at abcfitness.com About ABC Fitness ABC Fitness is the #1 software provider for fitness businesses of any size, all around the world. Supporting 30K clubs, 650K coaches, 40M members, and processing more than $12B in payments every year, ABC Fitness provides scalable, data-driven solutions to simplify club management and engage members and clients. From personal trainers, boutique studios, and gyms, to international franchise health clubs, ABC Fitness will move your business forward through technology and industry insights. Innovation is at the center of everything we do, across ABC Glofox, ABC Ignite, ABC Trainerize, and ABC Evo. Let's make your fitness vision a seamless reality, together. Learn more at abcfitness.com #LI-HYBRID

Requirements

1+ years of technical support experience
Strongly developed analytical and troubleshooting/ problem-solving skills
Detailed oriented and self-starter
Good communication skills (written and oral)
Knowledge and experience with Mac and PC hardware and set up
Ability to service and troubleshoot all aspects of PC hardware and software
Knowledge and experience with the support of Mac systems, operating issues and their peripherals
An understanding of managed networks and network storage devices
An understanding of internet service providers and ability to troubleshoot ISP issues
An understanding of IT security and compliance
Flexibility/adaptability – ability to change priorities quickly and often
Go above and beyond to offer an exceptional level of customer service
Ability to effectively manage customer’s expectations
Required to work onsite in our Frisco, TX facility at least 3 days per week

Responsibilities

Troubleshoot employee’s desktop and/or software and when necessary, work to determine root cause of issue
Be customer oriented and customer focused
Work with IT staff to identify network events that affect ABC customers and employees
Provide regular status updates to management.
Research and recommend products which help in making the employee model successful
Assisting with the installation and support of new hardware and software
Providing technical support to users with very different levels of IT knowledge
Provide Level 2 support to the internal employees and Service Desk Team.
Provides a wide range of support activities ranging from hardware/software issues to forgotten passwords and seeks out ways to minimize repeat occurrences
Assisting Senior staff with the day-to-day management of various systems
Working closely with other departments/organizations to analyze requirements or solve problems
Monitoring and reporting system performance
Participating in projects as a technical support knowledge base
Work closely with other teams for problem resolution and project coordination
Resolve issues submitted to our support ticketing system
Creating cases for employee computer/software and hardware issues
Ability to escalate issues to appropriate personnel when needed
Ability to work as a liaison between employees and other support staff of ABC Support and comply with ABC security policies as well as provides input as needed to help keep security processes and policies relevant and up to date
Arrange for equipment repair on computer systems
Lead New hire IT orientations for Windows or Mac users.
Perform other duties as assigned by manager or management
Participate in Desktop On-call Rotation cycle

Benefits

Purpose led company with a Values focused culture – Best Life, One Team, Growth Mindset
Time Off – with our open PTO policy, we offer flexibility in how and when you take PTO!
Days of Disconnect – once a quarter, we take a collective breather and enjoy a day off together around the globe. #oneteam
Parental & Pawternity Leave – we offer leave for when your family grows by two feet or four paws!
Best Life Perk – we are committed to meeting you wherever you are in your fitness journey with a quarterly reimbursement
Medical/Dental/Vision coverage
EAP – we get you help when you need it. Period.
Premium Calm App – enjoy tranquility with a Calm App subscription for you and up to 4 dependents over the age of 16
And more! – so many benefits we couldn’t even fit them all here!

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