Systems Analyst II

ROLE OVERVIEW:

As a Systems Support Analyst II in Technical Services, your role includes managing Tech service requests via our ticketing system, walk-ups, and/or direct messages to include Slack channels. You'll document user problems, suggest resolutions, and manage the workflow through completion. This may require direct interfacing with the end-users, remote support, escalation, etc. Your role will be responsible for the entire lifecycle of a user's request or incident. You'll also use, create, edit, and maintain the Knowledgebase, which includes SOPs and troubleshooting steps for common issues. Automation will be a key priority in this role.  This could be revising a process to ensure efficiency or a complete revamp of the process.  Prioritizing first-class customer service is essential to ensure a positive user experience.  

HOW YOU WILL MAKE AN IMPACT:

• Customer Service & Executive support: Excel in delivering outstanding hospitality, demonstrating active listening, empathy, and a commitment to follow through in all interactions. This role understands how to support an executive team and the attention to detail that must be displayed when called on for support. This role involves understanding user needs by asking the right probing questions. The role provides timely and empathetic responses to inquiries and issues while ensuring resolutions are effectively communicated and implemented, fostering positive relationships and trust with users. While technical aptitude is important, this role must be able to communicate with a variety of users, both technical and non-technical.  
• Diverse Endpoint Support: Provide robust and responsive technical support for various endpoints including PC and Mac computers, printers, conference room systems, 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. 
• Documentation: Responsible for meticulous documentation, encompassing taking detailed notes on user-reported problems, formulating potential resolution steps, and efficiently managing the influx of support requests. This role requires keen attention to detail and strong organizational skills to ensure accurate and comprehensive records are maintained, aiding in swift and effective problem-solving and enhancing the overall efficiency of the support process. 
• Proficient in Problem-Solving and Critical Thinking: Utilize a range of common problem-solving techniques such as root cause analysis, brainstorming. Demonstrate adaptability and critical thinking in challenging situations, ensuring effective and innovative solutions that enhance operational efficiency and customer satisfaction. 
• Fulfilling Access Requests: Accountable for comprehensive user administration across various systems and applications; this role demands proficiency in light system administration tasks in multiple platforms, including Microsoft 365. The responsibility encompasses user account setup, maintenance, and troubleshooting, ensuring seamless access and functionality for users within these diverse environments. 
• 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.  

WHAT YOU BRING TO THE TEAM:

• A result-driven mentality is key in the role as the ideal candidate will be familiar with setting goals and showing progress/status throughout.  
• 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 (Executive)  
• Minimum of 5 to 7 years of experience in Enterprise IT support. 
• Preferred 3-5 years of experience directly supporting executive staff including C-level executives is a plus. 
• Experience supporting executive town-hall technological needs.  Any experience specifically with Zoom Webinars, ATEM hardware, and A/V technology. Some familiarity with ‘live’ video streaming to a large audience.  The ideal scale should be as follows: Hosting, Co-Hosting, Panelist, and Participants of1000 total or more.  
• Experience supporting a distributed network of users – Global experience is ideal as the role could be expected to assist in support of our global staff members (UK, Japan, India) 
• Technical certifications (e.g., CompTIA+, Net+, Security+, MCSE, MCSA, JAMF 100/200/300) are a plus.  
• Microsoft 365 – Hybrid Connector Environment, Intra-ID/Intune provisioning  
• Dual-Factor Authentication: DUO Mobile Application Administration 
• This is an on-site position based out of our Jacksonville office. A hybrid role (WFH 1 day a week) will be reviewed after a 90-day probationary period, and a proven ability to continue productivity while away from the office. WFH opportunities may be revoked at any point as business dictates. 
• MDM – Intune, JAMF 
• Zoom Administration – Phone & Conference experience a plus  
• Zoom Webinar A/V – Technology setup experience (soundboards, studio cameras, stage lighting, confidence monitors, etc.)  
• Collaboration Tools – Supporting corporate collaboration tools such as - Slack, Teams, Box, Confluence, Zoom Chat 
• Experience with Microsoft suite of products - Must know M365, Outlook, SharePoint, Edge 
• ServiceNow ITSM – Asset Management, Enterprise Ticketing Tool, KB, & Comprehensive Reporting 
• This position may require occasional after-hours support 
• Duties may go above and beyond the specified items within this requisition 
• Physical presence at the office as per department manager.  However, WFH opportunities are available after a 90 probationary period – and a proven ability to continue productivity while away from the office 
• Ability to lift computer equipment, including monitors, printers, and other IT peripherals that could weigh up to 60 lbs.  
• A basic understanding of Active Directory  
• New-Hire Onboarding – IT Deliverables: Experience with basic office setup to include dual-screen monitors, docking stations, and other relevant peripherals that could be requested as part of onboarding  
• Proven experience in enterprise environment / 5000+ supported users or more  
• Proven experience with – IT Asset & Inventory management 
• Experience and comfort with remote support & troubleshooting 
• Proficient in troubleshooting issues in Win 10 & 11, MAC OS environment/event logs 

At Fanatics, we value transparency and honesty. If you don’t meet every single requirement, that’s okay – we still want to hear from you! We believe in the power of diverse experiences and talents. If you’re excited about the role and confident that you can contribute, don’t hesitate to apply. We’re genuinely interested in how your unique skills and perspective can help us build something amazing together.

Where You’ll Work and What’s required:

• This role will be based in our Jacksonville, FL office

What’s in it for you:

• Culture: Join a team where you're surrounded by top-tier talent, driven by a shared passion to relentlessly enhance the fan experience. With a focus on collaboration, support, and continuous development, you’ll be empowered to help shape a our culture that celebrates both individual and team successes. 
• Benefits: We provide a wide range of health, financial, legal, and development assistance, including wellness programs with fitness and weight management partners, paid maternity paternity leave, and infertility treatment. Additionally, we offer flexible time off to help you recharge, along with a competitive 401k plan to support your financial future. At Fanatics, we’re dedicated to supporting you in all aspects of work and life.

Fanatics is building a leading global digital sports platform. We ignite the passions of global sports fans and maximize the presence and reach for our hundreds of sports partners globally by offering 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 approximately 900 sports properties, including major national and international professional sports leagues, players associations, teams, colleges, college conferences and retail partners, 2,500 athletes and celebrities, and 200 exclusive athletes; and over 2,000 retail locations, including its Lids retail stores. Our more than 22,000 employees are committed to relentlessly enhancing the fan experience and delighting sports fans globally. 

Fanatics Commerce is a leading designer, manufacturer, and seller of licensed fan gear, jerseys, lifestyle and streetwear products, headwear, and hardgoods. It operates a vertically-integrated platform of digital and physical capabilities for leading sports leagues, teams, colleges, and associations globally – as well as its flagship site, www.fanatics.com.

Fanatics Commerce has a broad range of online, sports venue, and vertical apparel partnerships worldwide, including comprehensive partnerships with leading leagues, teams, colleges, and sports organizations across the world—including the NFL, NBA, MLB, NHL, MLS, Formula 1, and Australian Football League (AFL); the Dallas Cowboys, Golden State Warriors, Paris Saint-Germain, Manchester United, Chelsea FC, and Tokyo Giants; the University of Notre Dame, University of Alabama, and University of Texas; the International Olympic Committee (IOC), England Rugby, and the Union of European Football Associations (UEFA).

At Fanatics Commerce, we infuse our BOLD Leadership Principles in everything we do:
· Build Championship Teams
· Obsessed with Fans
· Limitless Entrepreneurial Spirit
· Determined and Relentless Mindset