Service Desk Analyst II

Overview

As a Service Desk 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., 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
• Must be open to occasional travel to Fanatics Betting & Gaming offices and other locations for conferences, events, meetings, and team-building activities.

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.)

If you possess some of these skills but not all of them, we still encourage you to apply!

Launched in 2021, Fanatics Betting and Gaming is the online and retail sports betting subsidiary of Fanatics Holdings Inc., a global digital sports platform. The Fanatics Sportsbook is available to nearly 93% of the addressable online sports bettor market in the U.S. in the following states: Arizona, Colorado, Connecticut, Illinois, Indiana, Iowa, Kansas, Kentucky, Maryland, Massachusetts, Michigan, New Jersey, New York, North Carolina, Ohio, Pennsylvania, Tennessee, Vermont, Virginia, West Virginia and Wyoming. Fanatics Casino is currently available online in Michigan, New Jersey, Pennsylvania and West Virginia. Fanatics Betting and Gaming operates nineteen retail locations including retail sportsbooks outside of Progressive Field and Nationwide Arena and the only sportsbook inside an NFL stadium at Commanders Field. Fanatics Betting and Gaming is headquartered in New York with offices in Denver and Dublin, Ireland.