Service Desk Analyst III

About the Company

Fanatics is building a leading global digital sports platform. Fanatics Betting and Gaming is the online and retail sports betting subsidiary of Fanatics, operating across commerce, collectibles, and betting sectors to ignite the passions of global sports fans.

Responsibilities

• Provide technical support to internal users and external partners via Slack, Email, and Jira
• Triage service requests and escalate to Security, Engineering, or DevOps teams
• Manage asset lifecycle including ordering, tracking, and updating the Asset Database
• Maintain and update onboarding documentation and company knowledgebase
• Serve as the onsite contact for Tier 2 and 3 remote hands support
• Act as Major Incident Coordinator for P1 incidents and participate in on-call rotations
• Gather and present support metrics to management

Requirements

• 4-5 years of technical support experience in a continuous delivery environment
• Experience supporting P1 Major Incidents
• HDI Support Center Analyst or HDI Desktop Advanced Support Technician Certification
• Hands-on experience with Knowledge Centered Services (KCS) and ITSM processes
• Proficiency with Okta, Google Workspace, and MDM/MAM solutions (JAMF, Workspace ONE)
• Expertise supporting MacOS, Windows, Jamf, Jira, Confluence, and Slack
• Knowledge of Information Security best practices

Preferred Qualifications

• Experience working in a hyper-scale tech start-up
• Familiarity with Experience Essentials or Experience Foundation