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Tech Support Analyst

2 months ago

Aberdeen, United States Fanatics, Inc. Full time
This role would require one to three years' experience within technical support and with successful performance. Positions at this level are required to work under general supervision and within a framework of established procedures. Incumbents are encouraged to perform a wide range of duties with only occasional instruction or assistance.

Knowledge of:

Principles and practices of enterprise level information systems as applied to a large and diversified public organization
Methods, materials, tools, and equipment used in PC and midrange computer networking, repairs, and operations
Principles and practices of PC & Mac operation, maintenance, and repair
Principles and techniques used in interacting with troubleshooting skills for PC & Mac users
Skill to:
Solve and Repair PC/Mac and peripherals
Software troubleshooting, installation, and repair
Network Analysis and Troubleshooting

Ability to:

Work multi-functionally with users to provide basic direction and instruction with computer applications
Maintain confidential data and information
Operate and maintain Android & Apple iOS hardware.
To comply and follow standard operating practices and procedures common to computer networking and information systems work established by Fanatics.
Maintain and champion positive and collaborative working relationships with peers and userbase.
Ability to use discretion and confidentiality with access to critical data
May require occasional travel to remote locations
Potentially utilize ladder or power industrial equipment to access equipment based on need in alignment to safety regulations

Education & Experience Requirements:

High school diploma/equivalent and 3 years related work experience required or College degree, or Associate degree and 2 years related work experience.
Excellent verbal and written communication skills
Experience with handheld scanners, label printers, and other ruggedized equipment a plus
Good understanding of Mac OS, Windows OS, and MS Office products
Strong troubleshooting skills
Ability to stay calm in stressful situations, especially when working with demanding customers and/or upper management
Ability to prioritize multiple priorities
Ability to work with minimal direction when vital
Ability to lift computer equipment, including monitors and printers, which may weigh up to 60 lbs. (Within safety guidelines or within a team setting.)
Experience with fixing Printers (Both network and Stand-alone)
Able to tackle network connectivity problems, understand TCP/IP protocols, DNS, and be able to let higher levels of support know specific technical issues in detail
Basic understanding of Active Directory administrative tasks
A strong dedication to quality customer service
Good analytical skills, attention to detail, consistent follow-through to assure problems are resolved and ability to respond to last minute requests
Responsible for all aspects of end-user PC provisioning including setup of hardware, software, and peripherals
Diagnoses and resolves end-user network, VPN, WI-FI and local-area network access problems (I.E. VPN, WIFI, LAN, WAN)
Assists in crafting & maintaining documentation for self-service end-user support knowledge base

Preferred Requirements:

A+ and Network + Certifications preferred
Run and Terminate Cat6 network cabling
Experience working within a Warehouse Environment
Well grounded experience working in Service Now
Solid grasp of SOTI MobiControl
Demonstrate experience supporting and fixing some of the following software. Microsoft Office, Bluejeans, Zoom, Cisco AnyConnect, Box, Adobe Creative Cloud, AutoCAD, Lenel OnGuard, Google Workspace
Experience working with Android OS, including but not limited to reinstalling operating systems or utilizing ADB tools
Fanatics Commerce is a leading designer, manufacturer, and seller of licensed fan gear, jerseys, lifestyle and streetwear products, headwear, and hardgoods. It operates a vertically-integrated platform of digital and physical capabilities for leading sports leagues, teams, colleges, and associations globally - as well as its flagship site, .

Fanatics Commerce has a broad range of online, sports venue, and vertical apparel partnerships worldwide, including comprehensive partnerships with leading leagues, teams, colleges, and sports organizations across the world-including the NFL, NBA, MLB, NHL, MLS, Formula 1, and Australian Football League (AFL); the Dallas Cowboys, Golden State Warriors, Paris Saint-Germain, Manchester United, Chelsea FC, and Tokyo Giants; the University of Notre Dame, University of Alabama, and University of Texas; the International Olympic Committee (IOC), England Rugby, and the Union of European Football Associations (UEFA).