Fanatics

Compensation

Full Description

Overview As a Service Desk Analyst III at Fanatics Betting & Gaming (FBG), you are here to join our world-class support team. You will serve as a technical escalation point to the Tier 1 team, be responsible for in-depth analysis and resolution of complex issues related to end user hardware, software that require specialist knowledge, proprietary applications, investigating critical system failures, collaborating with developers to fix bugs, advanced security incident response, performance optimization, product customization. The ideal candidate will have a deep understanding of the company products and extensive experience in troubleshooting and analyzing trends, You will assist with Projects and onboarding activities like HW/SW configuration and distribution. You will help resolve technical issues and provide technical advisory, ensuring our internal users receive exemplary support and services. You will be responsible for meeting key metrics/KPIs and SLAs/timelines while adhering to all SOPs and guidelines. You are expected to contribute to the identification and creation of support documentation such as knowledge base articles, service advisories, user-facing guides and help improve the support process by providing feedback from observations in the daily routines. Responsibilities Provide onsite and/or remote technical support to internal users and external partners Respond to user inquiries via all support channels (e.g., Slack, Email, Jira, etc.) Gather and present support metrics and activities to management Remain current on technology and support trends Help onboard new service desk analysts and personnel Ensure trouble tickets are kept up to date in Jira as well as provide timely and accurate updates to the reporter Help maintain and update onboarding documentation and processes for new hires Help ensure that processes used by the service desk team are well-documented and communicated Triage service requests and escalate as necessary with the IT functional teams (e.g., Security, Engineering, DevOps, etc.) on major initiatives to ensure alignment of support activities across the organization. Help track, deploy and maintain detailed inventory of BetFanatics-owned computers and mobile devices in Oomnitza as it relates to joiners, leavers and lost/stolen Partner with SMEs to prepare reference material for users by drafting operation instructions and updating the company knowledge base with tech tips Report common issues identified with service partners to management for escalation Ability to work with minimal supervision (e.g., use company documentation and/or research using traditional and online resources) Must be available for on-call rotation after normal business hours and on weekends as it relates to onsite needs and/or P1 Outage support. Must be open to occasional travel to Fanatics Betting & Gaming offices and other locations for conferences, events, meetings, and team-building activities. Qualifications 3-4 years of relevant experience providing technical support in a continuous delivery environment HDI Support Center Analyst or HDI Desktop Advanced Support Technician Experience Essentials or Foundation Familiarity with Knowledge Centered Services (KCS) and ITSM processes. Solid experience maintaining end-user hardware equipment Solid technical skills, both functional and non-functional Must have professionalism, patience, and a people-first attitude Excellent communication and interpersonal skills – verbal and written You have a detailed oriented approach Positive and flexible attitude to work in a fast-paced environment and a willingness to embrace new initiatives Excellent influencing and problem-resolution skills Knowledge of Information Security best practices Experience working in a hyper-scale tech start-up is preferred Preferred but not required administrating and troubleshooting the following is: Okta, Google Workplace, Chrome OS, Jira, Confluence, Slack, MDM / MAM Solutions (e.g., JAMF, Workspace ONE, etc.) If you possess some of these skills but not all of them, we still encourage you to apply! Salary Range: $80,000 min - $120,000 max USD per year The base salary for this role is based on job-related knowledge, skills, and experience and may vary depending on the successful candidate’s geographic location. Remote employee may also be eligible for a home office setup stipend. For information about our benefits, please visit Fanatics | Benefits Depending on the role, your interview and onboarding experience may include in-person components, such as onsite interviews or Launching into Better: LIVE—a multi-day cultural immersion in New York City for full-time, non-seasonal hires. These sessions are designed to build connection and bring our culture to life, though specific travel and participation requirements will be confirmed based on your role and location. Your recruiter will provide clear guidance at each stage of the process.