Service Desk Analyst II
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.
Benefits
- full-time employees are eligible for Medical, Dental, Vision, 401K, paid time off, and other benefits like GymPass, Pet Insurance, Family Care Benefits, and more.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
