Systems Analyst II

Job Description

As a Systems Support Analyst II in Technical Services, you will manage tech service requests via our ticketing system, walk‑ups, and/or direct messages such as Slack channels. You will document user problems, suggest resolutions, and manage the workflow through completion, often interfacing directly with end‑users, providing remote support, and escalating as necessary. Your role covers the entire lifecycle of a user's request or incident, includes creating, editing, and maintaining the Knowledgebase (SOPs and troubleshooting steps), and prioritizing automation to improve processes.

Providing first‑class customer service is essential to ensure a positive user experience.

• Deliver outstanding customer service and executive support, demonstrating active listening, empathy, and follow‑through. Support an executive team and handle inquiries from both technical and non‑technical users.
• Provide robust support for PC, Mac, printers, conference room systems, BYOD phones, and digital signage, troubleshooting quickly to minimize downtime.
• Maintain meticulous documentation of user‑reported problems, potential resolution steps, and support request flow to enhance overall efficiency.
• Apply problem‑solving techniques such as root cause analysis and brainstorming to develop innovative solutions that improve operational efficiency and customer satisfaction.
• Administer user accounts across multiple systems, including Microsoft 365, ensuring seamless access and functionality for users.
• Collaborate with the team, sharing knowledge and documenting processes in the knowledge base to build collective expertise.

• Result‑driven mentality with the ability to set goals and track progress.
• Excellent written and verbal communication skills with a customer‑centric tone.
• Active listening and empathetic responses to foster positive relationships.
• Calmness in stressful situations, especially with demanding customers or upper management.
• 5 to 7 years of Enterprise IT support experience.
• Preferable 3–5 years supporting executive staff, including C‑level executives.
• Experience supporting executive town‑hall technology (Zoom Webinars, ATEM hardware, A/V) and large‑audience live streaming.
• Distribution network experience—global exposure (UK, Japan, India) preferred.
• Technical certifications (CompTIA+, Net+, Security+, MCSE, MCSA, JAMF 100/200/300) are a plus.
• Experience with Microsoft 365, Intune provisioning, dual‑factor authentication (DUO), Intune/JAMF MDM.
• Experience with Zoom administration, Zoom Webinars A/V setup, and corporate collaboration tools (Slack, Teams, Box, Confluence, Zoom Chat).
• Proficiency with Service Now ITSM, asset management, and comprehensive reporting.
• Willingness to work occasional after‑hours support and ability to lift equipment up to 60 lbs.
• Basic understanding of Active Directory and experience with IT onboarding.
• Proven experience in an enterprise environment with 5,000+ users.
• Proficient troubleshooting in Windows 10/11 and macOS environments.

At Fanatics, we value transparency and honesty. If you don’t meet every single requirement, that’s okay – we still want to hear from you! We believe in the power of diverse experiences and talents. If you’re excited about the role and confident that you can contribute, don’t hesitate to apply. We’re genuinely interested in how your unique skills and perspective can help us build something amazing together.

This role will be based in our Jacksonville, FL office. It is an on‑site position with a hybrid option (WFH one day a week) after a 90‑day probationary period, subject to business needs.

• Culture:
  Join a team surrounded by top‑tier talent and collaborate to enhance the fan experience.
• Benefits:
  Health, financial, legal, and development assistance; wellness programs; flexible time off; paid maternity/paternity leave; infertility treatment; 401(k) plan.

Fanatics is building a leading global digital sports platform, offering products and services across Fanatics Commerce, Fanatics Collectibles, and Fanatics Betting & Gaming. We serve a global fan base of over 100 million and partner with more than 900 sports properties worldwide.

Fanatics Commerce is a leading designer, manufacturer, and seller of licensed fan gear and apparel, operating a vertically‑integrated digital and physical platform for global sports leagues, teams, colleges, and associations.

• Build Championship Teams
• Obsessed with Fans
• Limitless Entrepreneurial Spirit
• Determined and Relentless Mindset