Job Category: Technology
Job Description:
Overview
As a Service Desk Analyst II at Fanatics Betting & Gaming (FBG), you will join our world-class support team. You will be responsible for end-user hardware and software support, onboarding activities such as HW/SW configuration and distribution, and resolving technical issues. You will provide technical advisory to internal users, ensuring exemplary support and services. Meeting key metrics/KPIs and SLAs/timelines while adhering to SOPs and guidelines is essential. You will also contribute to support documentation, such as knowledge base articles, service advisories, and user guides, and help improve support processes based on your observations.
Responsibilities
* Provide technical support to internal users and external partners.
* Respond to user inquiries via support channels (Slack, Email, Jira, etc.).
* Gather and present support metrics and activities to management.
* Stay current on technology and support trends.
* Assist onboarding of new service desk analysts and personnel.
* Keep trouble tickets updated and provide timely, accurate updates.
* Maintain and update onboarding documentation and processes.
* Ensure support processes are well-documented and communicated.
* Triage service requests and escalate as necessary to IT teams.
* Track, deploy, and maintain inventory of devices in Oomnitza.
* Partner with SMEs to prepare reference materials and update the knowledge base.
* Report common issues to management for escalation.
* Work independently using documentation and research.
* Be available for on-call rotation after hours and weekends, serving as Major Incident Coordinator for P1s.
* Maintain security, confidentiality, and adhere to best practices.
* Occasionally travel for conferences, meetings, and team activities.
Requirements
* 5+ years of relevant technical support experience in a continuous delivery environment.
* Experience supporting P1 Major Incidents.
* HDI Support Center Analyst and/or HDI Desktop Advanced Support Technician Certification.
* Familiarity with Experience Essentials or Foundation.
* Experience with Knowledge Centered Services (KCS) and ITSM processes.
* Experience with user management and troubleshooting tools (Okta, Google Workplace, MDM/MAM solutions).
* Support experience with Chrome OS, Jira, Confluence, and Slack.
* Strong technical skills, both functional and non-functional.
* Proficiency in maintaining end-user hardware.
* Professionalism, patience, and a people-first attitude.
* Excellent communication and interpersonal skills.
* Detail-oriented approach.
* Positive, flexible attitude and willingness to embrace new initiatives.
* Knowledge of Information Security best practices.
* Experience in a hyper-scale tech startup is preferred.
If you possess some of these skills but not all, we still encourage you to apply!
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