Systems Administrator

JOB SUMMARY

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.

• Identity and Access (IAM):
  Administer user lifecycle processes, including provisioning and deprovisioning within Okta, Entra , and Active Directory.
• Endpoint Management:
  Maintain compliance, security (Trend Vision One), and patching across the fleet using HCL Big Fix 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 Solar Winds to detect and address issues before they affect club operations.

• 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.

• 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.

Reports directly to the Director, Workplace Technology Management. Serves as the primary Tier 2 technical liaison to the Manager, IT Solutions Delivery to support frontline operations. This position maintains collaborative, cross‑functional relationships with:

• IT Support Center:
  Provides advanced escalation support, technical coaching, and documentation for Support Center Specialists.
• Project & Engineering Teams:
  Partners with Infrastructure, Applications, and Security teams to test and operationalize new technology initiatives.
• Field Operations:
  Collaborates with Club General Managers to execute pilot validation protocols and resolve systemic, club‑level issues.
• Lifecycle Partners:
  Works with IT Provisioning & Logistics (ITPL) and Facilities to coordinate asset movement and hardware refresh activities.
• Vendor Management:
  Coordinates technical engagement and issue resolution with key vendors.
• This position supports all 24 Hour Fitness departments and has no direct reports.

• Technical Proficiency:
  Skilled in managing Windows and Apple endpoints, Microsoft…