Service Desk Analyst II

Overview

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.

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.

Qualifications

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

Ready to build the future of sports betting? If you possess some of these skills but not all of them, we still encourage you to apply

The expected salary range for this role is based on job-related knowledge, skills, and experience. This role is eligible for the Fanatics Betting and Gaming annual bonus program and an equity award. *Salary Range: $70,000 - $85,000 and may vary based on skills. In addition to base salary, bonus, and equity, 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.

Please note that visa sponsorship is not available for this position.

Launched in 2021, Fanatics Betting and Gaming is the online and retail sports betting subsidiary of Fanatics, a global digital sports platform. The Fanatics Sportsbook is available to 95% of the addressable online sports bettor market in the U.S. Fanatics Casino is currently available online in Michigan, New Jersey, Pennsylvania and West Virginia. Fanatics Betting and Gaming operates twenty-two retail sports betting locations, including the only sportsbook inside an NFL stadium at Northwest Stadium. Fanatics Betting and Gaming is headquartered in New York with offices in Denver, Leeds and Dublin.

Fanatics is building a leading global digital sports platform. We ignite the passions of global sports fans and maximize the presence and reach for our hundreds of sports partners globally by offering products and services across Fanatics Commerce, Fanatics Collectibles, and Fanatics Betting & Gaming, allowing sports fans to Buy, Collect, and Bet. Through the Fanatics platform, sports fans can buy licensed fan gear, jerseys, lifestyle and streetwear products, headwear, and hardgoods; collect physical and digital trading cards, sports memorabilia, and other digital assets; and bet as the company builds its Sportsbook and iGaming platform. Fanatics has an established database of over 100 million global sports fans; a global partner network with approximately 900 sports properties, including major national and international professional sports leagues, players associations, teams, colleges, college conferences and retail partners, 2,500 athletes and celebrities, and 200 exclusive athletes; and over 2,000 retail locations, including its Lids retail stores. Our more than 22,000 employees are committed to relentlessly enhancing the fan experience and delighting sports fans globally.