Tech Support Analyst - Warehouse

Fanatics Commerce is the global leader in licensed sports merchandise, operating a vertically integrated platform that designs, manufactures, and delivers officially licensed apparel, jerseys, headwear, and collectibles for major leagues, teams, and events worldwide. With more than 900 e-commerce sites and a global omnichannel presence across digital, in-venue, and retail, Fanatics Commerce reaches fans in over 180 countries and powers official fan experiences for many of the world's most iconic sports properties.

At Fanatics, we bring our BOLD Leadership Principles to life every day - building championship teams, obsessing over fans, acting with entrepreneurial speed, and delivering with a determined and relentless mindset.

The Tech Support Analyst – Seasonal provides hands‑on technical support for PC, Mac, mobile, and networked systems across Fanatics Commerce's enterprise environment, working under general supervision within established procedures to resolve a wide range of hardware, software, and connectivity issues. This role operates in a fast-paced, often warehouse‑based setting, requiring the ability to manage multiple priorities, maintain confidentiality, and communicate clearly with users at all levels.

The Tech Support Analyst – Seasonal delivers business and fan impact through BOLD leadership and execution excellence, leveraging data, automation, and AI‑enabled insights.

Success is measured by the ability to deliver results through BOLD capabilities and measurable outcomes.

Team & Leadership Impact (Build Championship Teams)

• Collaborate cross‑functionally with end users, peers, and higher‑level support tiers to diagnose and elevate technical issues with clear, detailed documentation.
• Champion positive and collaborative working relationships across the user base, maintaining professionalism with demanding customers and upper management alike.
• Contribute to a shared knowledge base by assisting in the creation and maintenance of self‑service end‑user support documentation.

Fan & Customer Impact (Obsessed with Fans)

• Provide responsive, high‑quality technical support to end users, ensuring minimal disruption to day‑to‑day operations and a consistently positive support experience.
• Deliver clear direction and instruction on computer applications, empowering users to resolve basic issues independently where possible.
• Maintain a strong dedication to customer service, responding to last‑minute requests with accuracy and composure.
• Handle all interactions with discretion, safeguarding confidential data and sensitive system access.

Innovation & Problem Solving (Limitless Entrepreneurial Spirit)

• Diagnose and resolve complex hardware, software, network, VPN, Wi‑Fi, and LAN/WAN connectivity issues, applying structured troubleshooting methodologies.
• Support Android and Apple iOS device management, including operating system reinstallation and use of ADB tools where required.
• Identify and document technical issues in sufficient detail to enable efficient escalation and resolution by higher support levels.
• Apply working knowledge of TCP/IP, DNS, and Active Directory to address network and user access problems systematically.

Ownership & Execution (Determined & Relentless Mindset)

• Manage end‑to‑end PC provisioning, including hardware setup, software installation, and peripheral configuration for end users.
• Maintain, repair, and troubleshoot printers (network and standalone), handheld scanners, label printers, and other ruggedized warehouse equipment.
• Adhere to all standard operating procedures for computer networking and information systems as established by Fanatics, including safety regulations when using ladders or power industrial equipment.
• Demonstrate consistent follow‑through to ensure problems are fully resolved, with the ability to work independently with minimal direction when required.

We are building a future‑ready organization. This role is expected to:

• Apply AI and technology to improve efficiency, quality, and outcomes
• Use data and digital tools to inform decisions and enhance performance
• Demonstrate curiosity and adaptability in adopting new technologies and ways of…