Fanatics · 1 week ago
Service Desk Analyst I
New York, NY
Full-time
Onsite
Entry Level
$54K/yr - $67K/yr
2+ years expFanatics is building a leading global digital sports platform, and they are seeking a Service Desk Analyst to manage tech service requests and provide exceptional customer support. The role involves troubleshooting technical issues, maintaining documentation, and collaborating with team members to enhance the overall efficiency of tech support.
eSportsManufacturingRetailSporting GoodsSports
Responsibilities
Customer Service: Excel in delivering outstanding hospitality, demonstrating active listening, empathy, and a commitment to follow-through in all interactions. This role involves understanding user needs, providing timely and empathetic responses to inquiries and issues, and ensuring resolutions are effectively communicated and implemented, fostering positive relationships and trust with users
Diverse Endpoint Support: Provide robust and responsive technical support for various endpoints including Windows and Mac computers, printers, BYOD (Bring Your Own Device) phones, and digital signage. Troubleshoot and resolve issues swiftly to minimize downtime, offering user-friendly guidance and ensuring a seamless operational experience across all these platforms
Documentation: Responsible for meticulous documentation, encompassing taking detailed notes on user-reported problems, formulating potential resolution steps, and efficiently managing the influx of support requests. This role requires keen attention to detail and strong organizational skills to ensure accurate and comprehensive records are maintained, aiding in swift and effective problem-solving and enhancing the overall efficiency of the support process
Proficient in Problem-Solving: Utilize a range of common problem-solving techniques such as root cause analysis, brainstorming, and the 5 Whys approach to efficiently diagnose and resolve complex technical issues. Demonstrate adaptability and critical thinking in challenging situations, ensuring effective and innovative solutions that enhance operational efficiency and customer satisfaction
Fulfilling Access Requests: Accountable for comprehensive user administration across various systems and applications, this role demands proficiency in light system administration tasks in multiple platforms, including Microsoft 365. The responsibility encompasses user account setup, maintenance, and troubleshooting, ensuring seamless access and functionality for users within these diverse environments
Collaborative Team Interaction and Knowledge Sharing: Actively engage in team-based troubleshooting, offering and seeking assistance with technical issues to foster a cooperative work environment. Diligently document resolutions and processes in the knowledge base, enhancing the team's collective knowledge and efficiency, and exemplifying the values of teamwork and continuous learning
Qualification
Required
Minimum of 2 years of experience in IT support
M365, Okta, Slack, Outlook, Zoom or relevant experience
Basic understanding of Active Directory administrative tasks including creating user and computer accounts
Customer service or hospitality experience
Excel in both written and verbal communication, ensuring clarity, professionalism, and a customer-centric tone in all interactions
Employ active listening and empathetic responses to understand and effectively address client needs, fostering positive relationships and ensuring customer satisfaction in every interaction
Ability to stay calm in stressful situations, especially when dealing with demanding customers and/or upper management
College degree, or related work experience
Ability to lift computer equipment, including monitors and printers, which may weigh up to 60 lbs
Preferred
Comptia certifications (e.g., A , Net , etc.) is a plus
This is a full-time position requiring occasional after-hours support
Physical presence at the office is necessary
Company
Fanatics
Fanatics is a sports merchandise retailer that manufactures fan gear and jerseys across retail channels. It is a sub-organization of Kynetic.
10001+ employees
H1B Sponsorship
Fanatics has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2021 (2)
Funding
Current Stage
Late StageTotal Funding
$4.9BKey Investors
Clearlake Capital GroupNational Football LeagueAlameda Research
2022-12-06Private Equity· $700M
2022-03-02Private Equity· $1.5B
2022-01-01Series Unknown· $10M
Leadership Team
J
Joseph Bozich
Advisor to Chief Executive Officer
Michael Mahan
CEO
Recent News
Rochester Business Journal
2025-12-24
2025-12-24
Company data provided by crunchbase