Overview

As a Service Desk Analyst II at Fanatics Betting and 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, 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 partnersRespond to user inquiries via all support channels (e.g., Slack, Email, Jira, etc.)Gather and present support metrics and activities to managementRemain current on technology and support trendsHelp onboard new service desk analysts and personnelEnsure trouble tickets are kept up to date as well as provide timely and accurate updates to the reporterHelp maintain and update onboarding documentation and processes for new hiresHelp ensure that processes used by the service desk team are well-documented and communicatedTriage 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 organizationHelp track, deploy and maintain detailed inventory of BetFanatics-owned computers and mobile devices in Oomnitza as it relates to joiners, leavers and lost/stolenPartner with SMEs to prepare reference material for users by drafting operation instructions and updating the company knowledge base with tech tipsReport common issues identified with service partners to management for escalationAbility 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 contactMaintains security, confidentiality and adheres to best practice standardsMust be open to occasional travel to Fanatics Betting and Gaming offices and other locations for conferences, events, meetings, and team-building activitiesQualifications

5+ years of relevant experience providing technical support in a continuous delivery environmentPrevious experience supporting P1 Major Incidents (Required)HDI Support Center Analyst and/or HDI Desktop Advanced Support Technician CertificationFamiliarity with Experience Essentials or Experience FoundationHands on experience with Knowledge Centered Services (KCS) and ITSM processesExperience 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 SlackSolid technical skills, both functional and non-functionalProficient maintaining end-user hardware equipmentMust have professionalism, patience and a people-first attitudeExcellent communication and interpersonal skills – verbal and writtenYou have a detailed oriented approachPositive and flexible attitude to work in a fast-paced environment and a willingness to embrace new initiativesExcellent influencing and problem-resolution skillsKnowledge of Information Security best practicesExperience working in a hyper-scale tech start-up is preferred

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