Are you excited to help people solve problems that impact their productivity? Do you enjoy troubleshooting issues and finding appropriate technology solutions? Are you passionate about providing excellent customer service?  Peloton is looking for an IT Associate to join the IT Service Delivery team and act as a primary support for our global Enterprise IT Team. This role will be an integral part of our virtual, “follow the sun” Service Desk team and will support the technological footprint of our corporate, field and retail end users.  The ideal candidate will have strong troubleshooting skills, a proven record of providing excellent customer service, and an inclination to find solutions, wherever they may be. If you are great at searching online and finding answers to help your friends with their tech woes, then we want you!

RESPONSIBILITIES

  • Triage and resolve Tier 1 Service Desk issues via ticketing system, phone or chat
  • Follow up on outstanding requests and provide timely solutions
  • Provide first touch resolution for reported issues whenever possible
  • Meet established SLA’s for first touch, followup and resolution
  • Provision on premise and SaaS application access and configure end user hardware as part of on-boarding/offboarding process
  • Support company compliance initiatives via role based access (RBAC) provisioning to sensitive systems
  • Troubleshoot and support video conferencing equipment in onsite conference rooms
  • Manage and monitor internal assets to ensure accurate inventory records 
  • Escalate Tier 2 and above issues appropriately while utilizing ITSM best practices
  • Help maintain internal and end user facing technical documentation
  • Coordinates timely repair of end user IT hardware

REQUIREMENTS

  • 2+ years experience in customer service role (retail/hospitality/customer service/IT Helpdesk)
  • 2+ years experience working in a Mac OS/Windows environment
  • Experience working in a Google Apps environment
  • Strong troubleshooting skills
  • Flexible to work evenings/weekends/holidays
  • Strong verbal and written communication skills
  • A passion for technology & supporting our end users
  • 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
  • Relevant IT certifications (ACMT, CCNA, etc.)
  • Associates or Bachelor’s degree

Apply for this Job

* Required