Tech Support Analyst

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.

Position Overview

Positions at this level require one to three years’ experience and successful performance.  Positions at this level are required to work under general supervision and within a framework of established procedures.  Incumbents are expected to perform a full range of duties with only occasional instruction or assistance.  Positions at this level frequently work outside the immediate proximity of a supervisor

Knowledge of:

•Principles and practices of information systems as applied to a large and diversified public organization

•Methods, materials, tools and equipment used in PC and midrange computer networking, repairs, and operations

•Principles and practices of training program development and presentation

•Principles and practices of PC operation, maintenance and repair

•Principles and techniques used in interacting with PC users

•Principles and practices of information systems as applied to a large and diversified public organization

•Principles and practices of training program development and presentation

Skill to:

•Repair PCs and peripherals

•Software Installation and repair

•Network Analysis and Troubleshooting

•ITIL implementation

Ability to:

•Work cooperatively with users to provide basic direction and instruction with computer applications

•Maintain confidential data and information

•Analyze problems; identify alternative solutions, project consequences of proposed actions

•Communicate clearly and concisely, both orally and in writing

•Analyze situations carefully and adopt effective courses of action

•Learn to operate server hardware and software

•Operate and maintain Apple iOS and OSx hardware

•Operate Windows based PC hardware and software

•Exercise good judgment, flexibility, creativity, and sensitivity in response to changing situations and needs

•Perform highly skilled and complex PC maintenance, repair, analysis and testing

•Perform analysis testing and operations support for Windows 2008 R2 Active Directory and Exchange

•Use independent judgment, initiative, and good human relations and problem solving skills in the application and follow through on decisions

•Ensure compliance with and follow standard practices and procedures common to computer networking and information systems work

•Establish, maintain, and foster positive and harmonious working relationships with those contacted in the course of work

• Education & Experience Requirements
• College degree, or Associate degree and 2 years related work experience, or High school diploma/equivalent and 3 years related work experience required
• Excellent verbal and written communication skills
• Experience with handheld scanners, label printers, and other ruggedized equipment a plus
• Strong knowledge of Macintosh OS, Windows OS and MS Office products
• Strong troubleshooting skills
• Ability to stay calm in stressful situations, especially when dealing with demanding customers and/or upper management
• Ability to handle multiple competing priorities
• Ability to work with minimal supervision
• Ability to use discretion and confidentiality with access to sensitive data May require occasional travel to remote locations
• Ability to lift computer equipment, including monitors and printers, which may weigh up to 60 lbs.
• Experience with troubleshooting Printers (both network and stand alones)
• Able to solve network connectivity problems, understand TCP/IP protocols, and be able to let higher levels of support know specific technical issues in detail
• Experience with creation/management of Ghost images and other rapid deployment technologies is a plus
• Basic understanding of Active Directory administrative tasks including creating user and computer accounts
• A strong dedication to quality customer service
• Good analytical skills, attention to detail, consistent follow-through to assure problems are resolved and ability to respond to last minute requests
• A+ and Network + Certifications preferred
• Responsible for all aspects of end-user PC provisioning including setup of hardware, software and peripherals
• Diagnoses and resolves end-user network, VPN, WI-FI and local-area network access problems
• Assists in creating documentation for self-service end-user support knowledge base
• Helps install local area network cabling systems and equipment such as network interface cards, and switches

Things We Care About

·         Your career growth, your ideas, your work-life balance, and your well-being.

·         Diversity and Inclusion

·         Our Company Culture and Values

·         Providing outstanding Company Perks and Benefits

www.fanaticsinc.com

Ensure your Fanatics job offer is legitimate and don’t fall victim to fraud.  Fanatics never seeks payment from job applicants.  Fanatics recruiters will only reach out to applicants from an @fanatics.com or @fanatics.co.uk email address.  For added security, where possible, apply through our company website at www.fanaticsinc.com/careers

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 future contract 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

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