Senior Systems Analyst

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 the Senior Systems Analyst for Technical Services, you will play a crucial role in ensuring seamless IT operations for our New York City office supporting our executive suite and about 100 users. You will be responsible for delivering top-notch technical support and ensuring optimal endpoint performance. This position will oversee the processing of on-site and remote incidents and requests, ensuring that users receive the highest standard of customer service. 

This position demands five to seven years of experience and a track record of successful performance. Candidates are expected to operate with minimal supervision, complete a wide array of tasks independently and adhere to established policies and procedures.  

Responsibilities: 

Premier Executive Assistance: Deliver proactive and personalized technical assistance to executives, ensuring their IT needs are met with urgency and precision. Utilize a 'concierge-style' approach, anticipating needs and providing tailored solutions that enhance executive productivity. 

Relationship Management: Build and maintain strong, trust-based relationships with executive team members and support staff. Employ empathetic communication and active listening skills to understand their unique preferences and requirements, ensuring a seamless and bespoke service experience. 

Incident Response and Resolution: Provide rapid response to technical issues, employing a 'first-contact resolution' strategy. Ensure a smooth and efficient resolution process, minimizing disruption to executive workflows. Follow up meticulously post-resolution to confirm satisfaction and continuous service improvement. 

Feedback and Continuous Improvement: Regularly solicit and analyze feedback from executives to gauge the effectiveness of technical support. Implement a continuous feedback loop to refine and enhance service delivery, ensuring alignment with executive expectations and industry best practices in white-glove service. 

Discretion and Confidentiality: Uphold the highest standards of discretion and confidentiality in all interactions. Handle sensitive information and high-stakes situations with professionalism, ensuring that executive communications and data are securely managed. 

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. 

Video Conference Management: Oversee and maintain our video conferencing facilities. Conduct regular testing and validation to ensure optimal functionality and performance. Provide comprehensive support and customization for executive Zoom rooms. 

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. 

Efficient Dispatch Management: Participate in the intake of all incoming support tickets, ensuring efficient assignment and distribution of work to appropriate team members. Vigilantly monitor and manage ticket queues to guarantee that both response and resolution are achieved within the stipulated Service Level Agreements (SLAs), thereby maintaining high standards of service delivery and customer satisfaction. 

Project Leadership in Technical Support: Spearhead key technical support initiatives, such as office buildouts and system implementations, from concept to completion. Coordinate project activities, manage resources, and collaborate with cross-functional teams to ensure timely and efficient execution while adhering to technical specifications and organizational goals. 

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. 

Liaison with Technical Departments and Vendors: Serve as the primary point of contact between the technical support team and other technical departments, as well as external vendors. Facilitate effective communication and collaboration to align strategies, resolve issues, and optimize service delivery, ensuring cohesive operations and the successful implementation of technology solutions. 

Requirements: 

Extensive customer service or hospitality experience with senior executives. 

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 5 years of experience in IT support, with at least 2 years in a leadership role. 

Strong knowledge of IT endpoints, networks, and typical software applications. Principles and practices of computer operation, network troubleshooting, maintenance, and repair. 

Project management experience, Comptia certifications (e.g., A+, Net+, etc.), Apple Certified Support Professional (ACSP) 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 

The salary range for this position is $84,000 to $126,000, which represents base pay only and does not include short-term or long-term incentive compensation. When determining base pay, as part of a final compensation package, we consider several factors such as location, experience, qualifications, and training. 

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. For additional information on how we collect and use personal information in connection with your job application, review our Candidate Privacy Policy-CA

Tags