Provide onsite and/or remote 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
Assist with onboarding, training and mentoring new and legacy team members
Ensure trouble tickets are kept up to date in Jira 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 track, deploy and maintain detailed inventory of BetFanatics-owned computers and mobile devices in Oomnitza as it relates to joiners, leavers and lost/stolen
Serve as a SME and/or partner with SMEs to prepare 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 as it relates to onsite needs and/or P1 Outage support.
Must be open to occasional travel to Fanatics Betting & Gaming offices and other locations for conferences, events, meetings, and team-building activities.

Requirements

4-5 years of relevant experience providing technical support in a continuous delivery environment
HDI Support Center Analyst, HDI Desktop Advanced Support Technician and/or HDI Team Lead certification(s)
Familiarity with Experience Essentials or Experience Foundation, Knowledge Centered Services (KCS) and ITSM processes.
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
Highly proficient troubleshooting: Windows, MacOS, ChromeOS, SaaS platforms such as Google Workplace, Confluence, Okta, Jira, Slack and MDM Solutions (e.g., JAMF, Workspace ONE, etc.)

Benefits

Remote employee may also be eligible for a home office setup stipend.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

technical supporttroubleshootingend-user hardware maintenanceITSM processesKnowledge Centered ServicesSaaS platformsWindowsMacOSChromeOSMDM Solutions

Soft Skills

communication skillsinterpersonal skillsproblem-resolution skillsattention to detailprofessionalismpatiencepeople-first attitudeflexibilityinfluencing skillswillingness to embrace new initiatives

Certifications

HDI Support Center AnalystHDI Desktop Advanced Support TechnicianHDI Team Lead