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Newbold Services · 1 month ago

IT Support Analyst

Huntersville, North Carolina, United States

Full-time

Hybrid

Entry, Mid Level

$26.50/hr - $31.25/hr

Workforce Solutions is a fast-growing fitness brand seeking a Technical Systems Support Analyst. The role involves providing technical support for in-gym systems and core business platforms, troubleshooting issues, and improving system performance.

Facility ManagementHealth CareJanitorial ServiceProfessional Services

Responsibilities

Provide hands-on technical support for in-gym systems and core business platforms

Troubleshoot Level 1 and Level 2 issues for franchise partners, staff, and members

Act as an escalation point for more complex system and data-related issues

Support platforms tied to member scheduling, billing, retail, nutrition, and engagement

Assist with technology rollouts, system upgrades, and new platform implementations

Maintain clear documentation, workflows, and troubleshooting guides

Partner with internal teams and vendors to strengthen system performance and reliability

Improve data accuracy and trust across core platforms and reporting tools

Reduce repeat support issues by identifying root causes and implementing long-term fixes

Strengthen franchise partner confidence by delivering consistent, high-quality technical support on complex issues

Qualification

Level 1 supportLevel 2 supportZendeskMember-facing platformsFitness management platformsCustomer service mindsetClear communicationProblem-solving

Required

Proven ability to handle complex Level 1 and Level 2 support in hospitality-style environments

Experience using Zendesk or a similar ticketing system

Exceptional people skills with a strong customer service mindset

Clear, confident written and verbal communication

Experience supporting member-facing platforms involving scheduling, payments, and high-volume users

Preferred

Background in fitness, wellness, or hospitality is highly preferred

Prior Level 1 or Level 2 support experience in gyms, studios, retail, or customer-driven environments

Familiarity with fitness or studio management platforms such as: Mindbody or similar systems (Zen Planner, ClubReady, ABC Fitness Solutions, WellnessLiving, etc.)

Exposure to retail, marketing, or analytics tools such as Shopify, LoopSpark, Domo, or comparable platforms