IT Support Specialist

Striking Brands

Position Description

JOB TITLE: IT Support Specialist

DEPARTMENT: IT Department

LOCATION: Simpsonville, South Carolina

REPORTS TO: Director of IT & Development

POSITION PURPOSE

The IT Support Specialist provides technical support to Striking Brands franchise owners, corporate office employees, and remote staff across the 9Round and iLoveKickboxing brands while assisting with the administration and maintenance of company technology systems.

This is a local hybrid position based in Simpsonville, South Carolina; it is not a fully remote position. The selected candidate must reside within reasonable commuting distance of the corporate office and be available to work onsite during the initial training period and thereafter as required by business needs. Striking Brands is currently operating on a hybrid schedule through the 2026 holiday season, after which the work arrangement will be reassessed. The onsite and remote schedule may change based on training requirements, departmental responsibilities, company operations, and business needs.

This role serves as a primary technology resource for franchisees and employees, helping ensure the reliable operation of gym technology, business applications, user systems, and other technology platforms supporting both brands. The ideal candidate is customer-focused, enjoys solving technical problems, and is interested in developing technical skills in areas such as Microsoft 365, endpoint management, cybersecurity, automation, and infrastructure support.

This is a full-time position working 40 hours per week. The regular work schedule may fall outside traditional 9:00 a.m.–5:00 p.m. Eastern Time business hours to provide appropriate support coverage for franchise owners and employees across multiple time zones. The anticipated schedule may include later weekday hours, such as 11:00 a.m.–7:00 p.m. Eastern Time, as well as regularly scheduled weekend hours. Depending on the company’s final coverage needs, the selected candidate may be required to work every weekend, with scheduled days off occurring during the week. The final schedule is currently being evaluated and will be discussed during the interview process. Work hours may be adjusted based on departmental and business needs.

JOB DUTIES AND RESPONSIBILITIES

• Installs and configures computer hardware, software, systems, networks, printers, and scanners.
• Troubleshoots system and network issues and diagnoses and resolves hardware and software problems.
• Monitors and maintains computer systems and networks.
• Assists staff and franchise owners, either in person or remotely, with system setup and technical issue resolution.
• Documents and tracks issues thoroughly in the ticketing system to ensure that problems are addressed within appropriate timeframes.
• Repairs or replaces equipment as necessary.
• Monitors networks and user access.
• Assists with managing user accounts, system permissions, and access levels in accordance with company security policies.
• Identifies and recommends technology processes or system improvements that may improve efficiency, service, or cost-effectiveness.
• Supports the rollout and implementation of new applications.
• Assists with preventive and emergency technology maintenance.
• Assists the Director of IT & Development with identifying, documenting, escalating, and responding to suspected security incidents.
• Supports employee compliance with established cybersecurity and technology practices.
• Provides backup support for other IT personnel in the daily operations of the IT Department.
• Performs additional duties as assigned, as this list does not reflect all the duties and responsibilities of the IT Support Specialist.

QUALIFICATIONS

Core Competencies

• Strong customer service skills and the ability to build positive relationships.
• Ability to communicate technical concepts clearly and professionally in spoken and written English to franchise owners, corporate employees, remote staff, and other nontechnical users.
• Excellent troubleshooting and problem-solving abilities.
• Strong organizational skills and attention to detail.
• Ability to prioritize multiple tasks in a fast-paced environment.
• Self-motivated with a desire to learn and grow professionally.
• Ability to maintain confidentiality and exercise sound judgment.
• Professional, dependable, and collaborative team member.

Skills:

• Working knowledge of Windows, macOS, and Linux operating systems.
• Hands-on experience with remote desktop applications, ticketing systems, and help desk software.
• Experience with Zendesk or similar customer-support and communications platforms.
• Working knowledge of SaaS and IaaS environments.
• Basic understanding of HTML.
• Experience with PowerShell or other scripting and automation tools preferred.
• Experience supporting Microsoft 365, Microsoft Office applications, Zoom, email platforms, and other cloud-based business systems.
• Familiarity with Rackspace-hosted email or technology services preferred.

Education:

• Associate’s or bachelor’s degree in information technology, computer science, or a related field preferred.
• An equivalent combination of education, certifications, training, and relevant experience will be considered.

Certifications:

• Industry certifications such as CompTIA A+, Network+, Security+, or Microsoft certifications are preferred but not required.
• Equivalent professional experience and demonstrated technical ability will be considered.

Experience:

• 2+ years of related experience in an IT support role.

Work Environment

• Works primarily in a climate-controlled office or approved remote-work environment with minimal safety or health-hazard potential.
• The assigned 40-hour work schedule may include later weekday hours and regularly scheduled weekend hours, potentially including every weekend, with corresponding days off during the week.
• Additional work outside the regularly assigned schedule may occasionally be required to address urgent technology issues or meet project deadlines.
• Regular onsite attendance at the corporate office in Simpsonville, South Carolina, is required. Employees working a hybrid schedule must remain available to report onsite for training, meetings, equipment needs, projects, coverage, urgent technology issues, or other business needs.
• The work schedule and hybrid arrangement are subject to change based on training requirements, departmental responsibilities, company operations, and business needs.
  

Physical Demands

• Ability to be punctual and attend work on a regular and consistent basis.
• Ability to concentrate with various interruptions and noise levels.
• Must be able to see, talk, hear, use hands, fingers, climb or balance, stoop, kneel, crouch, and crawl.
• Must be able to stand and walk 30% of the time.
• Must be able to occasionally move or lift computer equipment and boxes weighing up to 30 pounds, with or without reasonable accommodation.

The physical demands described above are representative of those that must be met by an employee to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

COMPENSATION PACKAGE

Striking Brands provides a competitive salary and an attractive benefits package that includes medical, dental, vision, and life insurance, paid time off, paid parental leave, paid holidays, a 401(k) plan and a complimentary gym membership.

Salary is based on education, certifications, relevant skills, and professional experience.

Striking Brands is an Equal Opportunity Employer