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Analyst Service Desk II FBG

  • USA
  • Full time
  • Competitive
  • 1st August 2025
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Full Description

Overview:

As a TECHNICAL SUPPORT ANALYST II at Fanatics Betting & Gaming (FBG), you are here to join our world-class support team. You will be responsible for end-user hardware and software support. You will assist with 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, and user-facing guides and help improve the support process by providing feedback from observations in the daily routines.

Responsibilities:

  • Provide 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 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 maintain current and detailed inventory for all BetFanatics-owned computers and mobile devices
  • Preparing 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., us
  • e company documentation and/or research using traditional and online resources)
  • Must be available for on-call rotation after normal business hours and on weekends
  • Must be open to occasional travel to Fanatics Betting & Gaming offices and other locations for conferences, events, meetings, and team-building activities.

Skills and Qualifications:

  • 5+ years of relevant experience providing technical support in a continuous delivery environment
  • 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.)

The organisation

Fanatics
  • Data & Technology
  • New York, USA
  • 2000+ employees
  • Website

Relentlessly Enhancing the Fan Experience

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