Technology Support Associate

About Chelsea Piers:
At Chelsea Piers you will find colleagues who are passionate about what we do. Careers at Chelsea Piers offer unmatched facilities and proven career growth opportunities for people who are passionate about transforming the lives of our community through sports, fitness, and event experiences. We also offer excellent benefits, including medical, dental, and vision insurance; 401(k) matching; paid time off; transportation benefits; tuition assistance; a complimentary membership to Chelsea Piers Fitness; and other exciting venue benefits at Chelsea Piers.

About the Opportunity:
Chelsea Piers is seeking a customer-focused Technology Support Associate to join our Information Technology team. This role serves as the first point of contact for technical support across our New York City locations, providing exceptional customer service and ensuring employees remain productive.

Reporting to the Service Desk Manager, you will provide Level 1 support for desktops, laptops, business applications, Microsoft technologies, AV systems, telecommunications, and enterprise software. The ideal candidate is a proactive problem solver who enjoys working in a fast-paced, customer-focused environment.

As the Technology Support Associate, you will be expected to:

• Provide Level 1 technical support for a 90% Windows / 10% macOS environment.
• Troubleshoot hardware, software, operating system, and Microsoft 365 issues.
• Install, configure, deploy, and support desktops, laptops, mobile devices, printers, scanners, and peripherals.
• Support new hire onboarding, workstation setups, hardware refreshes, and desk moves.
• Provide onsite and remote support across all Chelsea Piers locations in NYC and Connecticut.
• Troubleshoot Wi-Fi, VPN, network connectivity, and peripheral issues.
• Support conference room technology, AV equipment, Teams Rooms, digital displays, and VoIP/telecommunication systems.
• Manage user accounts, password resets, MFA, and permissions using Active Directory and Microsoft Entra ID.
• Document incidents, service requests, and resolutions within the IT ticketing system.
• Create and maintain knowledge base documentation.
• Assist with IT asset inventory, hardware lifecycle management, and technology deployments.
• Support business critical applications, including fitness management platforms, CRM platforms, POS systems, and other SaaS applications.
• Escalate complex issues to senior IT staff while maintaining ownership of the customer experience.
• Participate in after-hours support and on-call rotation as needed.

About You

You enjoy solving technical problems and providing excellent customer service. You communicate effectively with users at all levels and can manage multiple priorities in a fast-paced environment.

Required Qualifications

• 2–3 years of experience in a Help Desk, Service Desk, Desktop Support, or IT Support role.
• Experience supporting Windows and basic macOS environments.
• Knowledge of Microsoft 365, Active Directory, Microsoft Entra ID, Intune, Teams, and Autopilot.
• Experience troubleshooting desktops, laptops, printers, mobile devices, and common peripherals.
• Understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN, and Wi-Fi).
• Experience supporting AV equipment, conference room technology, and telecommunication systems.
• Familiarity with IT ticketing systems and ITIL service practices.
• Experience supporting SaaS applications, including CRM and business platforms.
• Strong troubleshooting, communication, organizational, and customer service skills.

Preferred Qualifications

• Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field.
• Experience supporting multi-site organizations.
• Experience with Microsoft Endpoint Manager, Azure, or cloud identity management.
• Hospitality, fitness, entertainment, or retail technology support experience.
• Microsoft, CompTIA, Cisco, or ITIL certifications are a plus.

Physical Requirements

• Ability to lift up to 25 pounds and install equipment in office and facility environments.
• Ability to travel between Chelsea Piers locations in New York City and Connecticut.
• Must be available for a rotating on-call schedule, including weekends and after-hours support as needed.