<p>Overview</p> <p>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.</p> <p>Responsibilities</p> <ul> <li>Provide technical support to internal users and external partners </li><li>Respond to user inquiries via all support channels (e.g., Slack, Email, Jira, etc.) </li><li>Gather and present support metrics and activities to management. </li><li>Remain current on technology and support trends. </li><li>Help onboard new service desk analysts and personnel </li><li>Ensure trouble tickets are kept up to date as well as provide timely and accurate updates to the reporter. </li><li>Help maintain and update onboarding documentation and processes for new hires </li><li>Help ensure that processes used by the service desk team are well-documented and communicated </li><li>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. </li><li>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. </li><li>Partner with SMEs to" prepare reference material for users by drafting operation instructions and updating the company knowledge base with tech tips </li><li>Report common issues identified with service partners to management for escalation </li><li>Ability to work with minimal supervision (e.g., use company documentation and/or research using traditional and online resources) </li><li>Must be available for on-call rotation after normal business hours and on weekends serving as the Major Incident Coordinator for P1s supporting the Incident Commander and as the onsite contact. </li><li>Must be open to occasional travel to Fanatics Betting & Gaming offices and other locations for conferences, events, meetings, and team-building activities. </li></ul> <p>Qualifications</p> <ul> <li>5+ years of HDI Support Center Analyst or HDI Desktop Advanced Support Technician, Experience Essentials or Foundation, familiarity with Knowledge Centered Services (KCS) and ITSM processes. </li><li>Solid experience maintaining end-user hardware equipment </li><li>Solid technical skills, both functional and non-functional </li><li>Must have professionalism, patience, and a people-first attitude </li><li>Excellent communication and interpersonal skills - verbal and written </li><li>You have a detailed oriented approach </li><li>Positive and flexible attitude to work in a fast-paced environment and a willingness to embrace new initiatives </li><li>Excellent influencing and problem-resolution skills </li><li>Knowledge of Information Security best practices </li><li>Experience working in a hyper-scale tech start-up is preferred </li><li>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.) </li></ul> <p>If you possess some of these skills but not all of them, we still encourage you to apply!</p> <p>This position is on-site in Denver. Based on job-related knowledge, skills, and experience, the expected salary range for this role is $68,000 to $102,000. This role is eligible for the Fanatics Betting and Gaming annual bonus program and an equity award. In addition to the base, bonus, and equity, full-time employees are eligible for Medical, Dental, Vision, 401K, paid time off, and other benefits like GymPass, Pet Insurance, Family Care Benefits and more. We'll also give you $700 to set up your home office!</p> <p>For information about our benefits, please visit https://benefitsatfanatics.com/</p>