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 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!