Fanatics · 1 day ago
Analyst Service Desk III FBG
United States
Full-time
Remote
Senior Level, Lead/Staff
$35K/yr - $56K/yr
8+ years expFanatics Betting & Gaming (FBG) is seeking a Service Desk Analyst III to join their support team. The role involves providing technical support, resolving complex issues, and ensuring exemplary service for internal users while contributing to support documentation and process improvements.
eSportsManufacturingRetailSporting GoodsSports
Responsibilities
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
Help onboard new service desk analysts and personnel
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
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
Qualification
Required
8+ years of relevant experience providing technical support in a continuous delivery environment
HDI Support Center Analyst or HDI Desktop Advanced Support Technician
Experience Essentials or Foundation
Familiarity with 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 detail-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
Preferred
Experience working in a hyper-scale tech start-up is preferred
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.)
Benefits
Home office setup stipend
For information about our benefits, please visit Fanatics | Benefits
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