Service Desk Analyst II

Fanatics Inc•Jacksonville, FL

34d•$70,000 - $85,000•Onsite

About The Position

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 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, user-facing guides and help improve the support process by providing feedback from observations in the daily routines. This position will be located onsite at our office in Jacksonville, Florida.

Requirements

5+ years of relevant experience providing technical support in a continuous delivery environment
Previous experience supporting P1 Major Incidents
HDI Support Center Analyst and/or HDI Desktop Advanced Support Technician Certification
Familiarity with Experience Essentials or Experience Foundation
Hands on experience with Knowledge Centered Services (KCS) and ITSM processes
Experience with user management and troubleshooting: Okta, Google Workplace and MDM / MAM Solutions (e.g., JAMF, Workspace ONE, etc.)
Well versed supporting Chrome OS, Jira, Confluence and Slack
Solid technical skills, both functional and non-functional
Proficient maintaining end-user hardware equipment
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

Nice To Haves

Experience working in a hyper-scale tech start-up is preferred

Responsibilities

Provide technical support to internal users and external partners
Respond to user inquiries via all support channels (e.g., Slack, Email, Jira, etc.)
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.
Assist with managing asset lifecycle from Quotes, Ordering, Tracking, Receiving and updating Asset Database to configuring and shipping the asset. Also help maintain a detailed inventory of BetFanatics-owned computers and mobile devices in Oomnitza as it relates to joiners, leavers and lost/stolen.
Partner with SMEs to prepare reference materials for users by drafting operational instructions and updating the company knowledgebase with tech tips
Gather and present support metrics and activities to management.
Remain current on technology and support trends.
Help onboard new service desk analysts and personnel
Serve as the onsite contact for Tier 2 and 3 remote hands support
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 as an escalation point, serve as the Major Incident Coordinator for P1s supporting the Incident Commander and/or onsite contact.
Maintains security, confidentiality and adheres to best practice standards
Must be open to occasional travel to Fanatics Betting & Gaming offices and other locations for conferences, events, meetings, and team-building activities.