IT Support Specialist

Fanatics Collectibles•Sunnyvale, TX

5d•Hybrid

About The Position

Fanatics Collectibles is seeking an IT Support Specialist to join their team in Sunnyvale, TX. This role is crucial for maintaining IT systems and providing end-user support within a manufacturing environment. The specialist will be responsible for resolving escalated tickets, administering various management platforms (Windows, mobile devices, identity and access), and managing endpoint provisioning. The position requires meeting strict Service Level Agreements (SLAs) as system uptime directly impacts production. Occasional travel to the Allen, TX site may be necessary.

Requirements

2+ years of IT support experience, including experience at an escalated/Tier 2 level
Baseline experience with Jira Service Management (ticket queues, escalations, SLAs)
Incident management and ticketing system proficiency, including ticket categorization and prioritization
Hands-on administration experience with Microsoft Intune and NinjaOne
Hands-on administration experience with Apple Business Manager and JAMF
Experience with Okta or equivalent identity/SSO administration
Experience administering or supporting Zoom (including Zoom Rooms/conference systems)
Comfortable with occasional travel to Allen, TX
Windows and macOS support proficiency

Nice To Haves

Vendor/facilities coordination experience a plus

Responsibilities

Provide Tier 2 escalated support, resolving tickets escalated from Tier 1 in Jira Service Management, including access requests, permission changes, software installs, distribution list management, and system integration issues (Slack, Oracle, Company Portal).
Meet strict SLAs for issue response and resolution in a manufacturing environment where downtime directly affects production output.
Categorize, prioritize, and track incidents through resolution in the ticketing system, ensuring accurate classification for reporting and trend analysis.
Follow defined incident management workflows for escalation, reassignment, and closure.
Provision, image, and configure Windows endpoints.
Troubleshoot Windows OS, driver, and application issues escalated from Tier 1.
Administer devices via Microsoft Intune and NinjaOne, including enrollment, compliance policies, configuration profiles, patching, and remote monitoring.
Administer Apple Business Manager (ABM) and JAMF for macOS/iOS device enrollment, configuration, and lifecycle management, including device supervision, app deployment, and compliance policy enforcement.
Manage Okta/SSO account provisioning and deprovisioning, elevated permission requests, and Microsoft 365 admin tasks across company tenants.
Execute device offboarding, retention, and legal hold procedures per company policy.
Support conference room AV equipment, room scheduler systems, Zoom Rooms, and facility technology checkups; assist with equipment requests for production/warehouse areas.
Contribute to and maintain internal knowledge base documentation for the support team.