Systems Support Analyst

Job Description

Company Overview Fanatics is building a leading global digital sports platform. The company ignites the passions of global sports fans and maximizes the presence and reach for hundreds of sports partners globally by offering innovative products and services across Fanatics Commerce, Fanatics Collectibles, and Fanatics Betting & Gaming, allowing sports fans to Buy, Collect and Bet. Through the Fanatics platform, sports fans can buy licensed fan gear, jerseys, lifestyle and streetwear products, headwear, and hardgoods; collect physical and digital trading cards, sports memorabilia, and other digital assets; and bet as the company builds its Sportsbook and iGaming platform. Fanatics has an established database of over 100 million global sports fans, a global partner network with over 900 sports properties, including major national and international professional sports leagues, teams, players associations, athletes, celebrities, colleges, and college conferences, and over 2,000 retail locations, including its Lids retail business stores. As a market leader with more than 18,000 employees, and hundreds of partners, suppliers, and vendors worldwide, we take responsibility for driving toward more ethical and sustainable practices. We are committed to building an inclusive Fanatics community, reflecting and representing society at every level of the business, including our employees, vendors, partners and fans. Fanatics is also dedicated to making a positive impact in the communities where we all live, work, and play through strategic philanthropic initiatives. Summary: As a Systems Support Analyst in Technical Services, your role includes managing Tech service requests via our ticketing system, walk-ups, and direct emails. You'll document user problems, suggest resolutions, and handle the flow of support requests, escalating to other departments when necessary with detailed notes and diagnoses. You'll also use, create, edit, and maintain the Knowledgebase, which includes SOPs and troubleshooting steps for common issues. Prioritizing first-class customer service is essential to ensure a positive user tech support experience. Responsibilities: -Customer Service: Excel in delivering outstanding hospitality, demonstrating active listening, empathy, and a commitment to follow-through in all interactions. This role involves understanding user needs, providing timely and empathetic responses to inquiries and issues, and ensuring resolutions are effectively communicated and implemented, fostering positive relationships and trust with users. -Diverse Endpoint Support: Provide robust and responsive technical support for various endpoints including Windows and Mac computers, printers, BYOD (Bring Your Own Device) phones, and digital signage. Troubleshoot and resolve issues swiftly to minimize downtime, offering user-friendly guidance and ensuring a seamless operational experience across all these platforms. -Documentation: Responsible for meticulous documentation, encompassing taking detailed notes on user-reported problems, formulating potential resolution steps, and efficiently managing the influx of support requests. This role requires keen attention to detail and strong organizational skills to ensure accurate and comprehensive records are maintained, aiding in swift and effective problem-solving and enhancing the overall efficiency of the support process. -Proficient in Problem-Solving: Utilize a range of common problem-solving techniques such as root cause analysis, brainstorming, and the 5 Whys approach to efficiently diagnose and resolve complex technical issues. Demonstrate adaptability and critical thinking in challenging situations, ensuring effective and innovative solutions that enhance operational efficiency and customer satisfaction. -Fulfilling Access Requests: Accountable for comprehensive user administration across various systems and applications, this role demands proficiency in light system administration tasks in multiple platforms, including Microsoft 365. The responsibility encompasses user account setup, maintenance, and troubleshooting, ensuring seamless access and functionality for users within these diverse environments. -Collaborative Team Interaction and Knowledge Sharing: Actively engage in team-based troubleshooting, offering and seeking assistance with technical issues to foster a cooperative work environment. Diligently document resolutions and processes in the knowledge base, enhancing the team's collective knowledge and efficiency, and exemplifying the values of teamwork and continuous learning. Requirements: -Customer service or hospitality experience. -Excel in both written and verbal communication, ensuring clarity, professionalism, and a customer-centric tone in all interactions. -Employ active listening and empathetic responses to understand and effectively address client needs, fostering positive relationships and ensuring customer satisfaction in every interaction. -Ability to stay calm in stressful situations, especially when dealing with demanding customers and/or upper management. -College degree, or related work experience. -Minimum of 2 years of experience in IT support. -Comptia certifications (e.g., A+, Net+, etc.) is a plus. -M365, Okta, Teams, Outlook, Zoom or relevant experience. -This is a full-time position requiring occasional after-hours support. -Physical presence at the office is necessary. -Ability to lift computer equipment, including monitors and printers, which may weigh up to 60 lbs. -Basic understanding of Active Directory administrative tasks including creating user and computer accounts Ensure your Fanatics job offer is legitimate and don’t fall victim to fraud. Fanatics never seeks payment from job applicants. Feel free to ask your recruiter for a phone call or other type of communication for interview, and ensure your communication is coming from a Fanatics or Fanatics Brand email address. For added security, where possible, apply through our company website at www.fanaticsinc.com/careers Tryouts are open at Fanatics! Our team is passionate, talented, unified, and charged with creating the fan experience of tomorrow. The ball is in your court now. Fanatics is committed to responsible planning and purchasing (RPP) practices, working with its business partners across its global and multi-layered supply chain, to ensure that planning, sourcing, and purchasing decisions, along with other supporting processes, do not impede or conflict with the fulfillment of Fanatics’ fair labor practices. NOTICE TO CALIFORNIA RESIDENTS/APPLICANTS : In connection with your application, we collect information that identifies, reasonably relates to or describes you (“Personal Information”). The categories of Personal Information that we collect include your name, government issued identification number(s), email address, mailing address, other contact information, emergency contact information, employment history, educational history, criminal record, and demographic information. We collect and use those categories of Personal Information about you for human resources and other business management purposes, including identifying and evaluating you as a candidate for potential or future employment or other types of positions, recordkeeping in relation to recruiting and hiring, conducting criminal background checks as permitted by law, conducting analytics, and ensuring compliance with applicable legal requirements and Company policies. 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