Service Desk Analyst III FBG

Fanatics

14d

About The Position

As a Service Desk Analyst III at Fanatics Betting & Gaming (FBG), you are here to join our world-class support team. You will serve as a technical escalation point to the Tier 1 team, be responsible for in-depth analysis and resolution of complex issues related to end user hardware, software that require specialist knowledge, proprietary applications, investigating critical system failures, collaborating with developers to fix bugs, advanced security incident response, performance optimization, product customization. The ideal candidate will have a deep understanding of the company products and extensive experience in troubleshooting and analyzing trends, You will assist with Projects and 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, user-facing guides and help improve the support process by providing feedback from observations in the daily routines.

Requirements

3-4 years of relevant experience providing technical support in a continuous delivery environment
HDI Support Center Analyst or HDI Desktop Advanced Support Technician
Experience Essentials or Foundation
Familiarity with Knowledge Centered Services (KCS) and ITSM processes.
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

Nice To Haves

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!

Responsibilities

Provide onsite and/or remote 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 in Jira 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 track, deploy and maintain 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 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 as it relates to onsite needs and/or P1 Outage support.
Must be open to occasional travel to Fanatics Betting & Gaming offices and other locations for conferences, events, meetings, and team-building activities.