About Us Fanatics is building a leading global digital sports platform. We ignite the passions of global sports fans and maximize the presence and reach for our hundreds of sports partners globally by offering products and services across Fanatics Commerce, Fanatics Collectibles, and Fanatics Betting & Gaming, allowing sports fans to Buy, Collect, and Bet. Through the Fanatics platform, sports fans can buy licensed fan gear, jerseys, lifestyle and streetwear products, headwear, and hardgoods; collect physical and digital trading cards, sports memorabilia, and other digital assets; and bet as the company builds its Sportsbook and iGaming platform.

Fanatics has an established database of over 100 million global sports fans; a global partner network with approximately 900 sports properties, including major national and international professional sports leagues, players associations, teams, colleges, college conferences and retail partners, 2,500 athletes and celebrities, and 200 exclusive athletes; and over 2,000 retail locations, including its Lids retail stores. Our more than 22,000 employees are committed to relentlessly enhancing the fan experience and delighting sports fans globally. About the Company Fanatics Collectibles is a new company operating at the intersection of collectibles, culture, and technology.

Backed by world-class investors, operators, and sports & entertainment partners, we are building the global leader in next-generation collectibles. As part of the broader Fanatics ecosystem, we leverage a digital sports platform that spans over 900 sports properties and engages more than 81 million fans. Together, we are reimagining every part of the collectibles experience for fans, partners, and creators.

As a Service Desk Analyst I in Technical Services, your role includes managing Tech service requests via our ticketing system, walk-ups, and direct emails. You'll document user problems, suggest resolutions, and handle the flow of support requests, escalating to other departments when necessary with detailed notes and diagnoses. You'll also use, create, edit, and maintain the Knowledgebase, which includes SOPs and troubleshooting steps for common issues.

Prioritizing first-class customer service is essential to ensure a positive user tech support experience.

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.