Technical Services Analyst

About the role

The Technical Services Analyst will support and improve the technology that powers a multi-location fitness franchise organization. This role serves as the first level of support for core systems across booking, scheduling, POS, CRM, and reporting.

Responsibilities

• Troubleshoot and perform root cause analysis across systems, workflows, and user behavior
• Proactively identify risks and opportunities before they surface
• Optimize workflows and reduce friction at scale
• Identify and act on opportunities without waiting for direction
• Translate technical issues into actionable guidance for non-technical stakeholders
• Collaborate cross-functionally and influence alignment across teams
• Operate in fast-paced, ambiguous environments while maintaining organization and clarity

Qualifications

• 2-3 years of experience in Technical Support, Technical Operations, or Systems Support
• Hands-on experience with support workflows, including ticketing, escalations, and cross-functional resolution
• Working knowledge of ITIL practices (incident, problem, and change management)
• Experience supporting core business systems such as POS, CRM, scheduling/booking platforms, and reporting tools
• Experience in customer service or customer support
• Experience with support tools such as Zendesk, Jira Service Management, or similar platforms
• Background in fitness, wellness, lifestyle, or franchise-based business models, particularly within multi-location environments
• Mindbody software experience is a plus

Core Competencies

• Experience troubleshooting and performing root cause analysis across systems, workflows, and user behavior
• Proactive, forward-thinking mindset with the ability to identify risks and opportunities before they surface
• Process improvement orientation with experience optimizing workflows and reducing friction at scale
• High ownership and initiative; identifies and acts on opportunities without waiting for direction
• Clear, effective communicator able to translate technical issues into actionable guidance for non-technical stakeholders
• Collaborates cross-functionally and influences alignment across teams
• Comfortable operating in fast-paced, ambiguous environments while maintaining organization and clarity

Benefits

Beacon Hill offers a robust benefit package including, but not limited to, medical, dental, vision, and federal and state leave programs as required by applicable agency regulations to those that meet eligibility. Details will be provided upon successful hiring.