Systems Analyst II

Fanatics • Jacksonville, FL

2d • Hybrid

About The Position

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.

Requirements

• A result-driven mentality
• Excel in both written and verbal communication
• Employ active listening and empathetic responses
• Ability to stay calm in stressful situations
• Minimum of 5 to 7 years of experience in Enterprise IT support.
• 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)
• 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
• 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
• 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

Nice To Haves

• 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.
• Technical certifications (e.g., CompTIA+, Net+, Security+, MCSE, MCSA, JAMF 100/200/300)
• Zoom Webinar A/V – Technology setup experience (soundboards, studio cameras, stage lighting, confidence monitors, etc.)

Responsibilities

• Managing Tech service requests via ticketing system, walk-ups, and direct messages.
• Documenting user problems, suggesting resolutions, and managing workflow.
• Interfacing with end-users, providing remote support, and escalating issues.
• Managing the lifecycle of user requests and incidents.
• Creating, editing, and maintaining the Knowledgebase.
• Revising processes to ensure efficiency and complete process revamps.
• Delivering outstanding hospitality and demonstrating active listening.
• Providing timely and empathetic responses to inquiries and issues.
• Providing technical support for PC and Mac computers, printers, conference room systems, BYOD phones, and digital signage.
• Taking detailed notes on user-reported problems and formulating potential resolution steps.
• Managing the influx of support requests.
• Utilizing problem-solving techniques such as root cause analysis and brainstorming.
• Performing user administration across various systems and applications, including Microsoft 365.
• Engaging in team-based troubleshooting and documenting resolutions in the knowledge base.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed