IT Specialist

We operate as a leading multi-unit Massage Envy franchisee, managing over 130 locations within a nationally recognized wellness brand. Our organization relies on a stable, secure, and scalable technology environment to support spa operations, employee productivity, and business continuity across all locations.

We are seeking an experienced and proactive IT Specialist to join our dynamic IT team. This role is responsible for providing technical support across a broad range of systems and technologies, including end-user devices, Microsoft 365, point-of-sale systems, networking, security systems, audio systems, and location-based technology infrastructure. 

The ideal candidate combines strong technical troubleshooting skills with a customer-focused mindset and a passion for continuous improvement through process automation and documentation.

Key Responsibilities:

Technical Support & Troubleshooting

• Provide Tier 1 and Tier 2 technical support for end users across corporate and spa locations.
• Troubleshoot and resolve hardware, software, operating system, and application issues.
• Manage and resolve IT support tickets within established service-level expectations.
• Support and maintain Microsoft 365, Windows operating systems, printers, workstations, point-of-sale systems, payment processing devices, and other peripheral hardware.
• Troubleshoot and coordinate with third-party vendors to resolve issues related to overhead music, alarm systems, security camera systems, and all other issues that cannot be handled remotely.
• Provide remote support to employees and managers across multiple locations.
• Diagnose and resolve network connectivity issues involving internet, Wi-Fi, and local network infrastructure.

Process Improvement & Automation

• Contribute to the ongoing optimization and automation of the ITSM ticketing platform, including workflow automation, ticket routing, SLA management, canned responses, and self-service capabilities.
• Identify opportunities to reduce manual processes through automation and system integrations; implement as appropriate.
• Develop and maintain ITSM documentation, standard operating procedures, and knowledge base articles to improve service delivery and consistency.
• Assist with technology projects, system deployments, and process improvement initiatives.

Compliance & Administration

• Document technical issues, resolutions, and system changes accurately.
• Document policies, procedures, and processes as appropriate and required.
• Escalate complex issues to senior IT staff or external vendors when appropriate.
• Ensure compliance with company IT policies, security standards, and operational procedures.
• Participate in asset management, equipment lifecycle tracking, and inventory management.
• Assist with onboarding and offboarding activities, including account provisioning and device deployment.

• Minimum 3 years of IT support, service desk, or technical support experience required.
• Experience supporting multi-location environments preferred.

Certifications:

• CompTIA A+, Network+, Security+, ITIL, or similar industry certifications preferred.

Work Environment:

• Remote position with occasional travel as needed to support spa locations and technology projects.
•  Must have a reliable internet connection and dedicated workspace.
• Ability to participate in an on-call rotation or provide after-hours support when necessary. 
• Pay: $60,000 - $65,000 Annually DOE
• Full Benefits: Medical, Dental, Vision 
• Other Ancillary Benefits: 401K , pet insurance & more