Service Desk Analyst II

Job Description 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 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, and user-facing guides and help improve the support process by providing feedback from observations in the daily routines. Responsibilities Provide 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 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 maintain current and detailed inventory for all BetFanatics-owned computers and mobile devices Preparing 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 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 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 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 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 is listed in USD; ranges will change based on country and state of residence, which are reflected in Geographical Zones defined by Fanatics Betting & Gaming. Salary Range: $68,000 to $102,000. In addition to the base, 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. We'll also give you $700 to set up your home office For information about our benefits, please visit https://benefitsatfanatics.com/