Service Desk Analyst III

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 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 Sports book 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.

Launched in 2021, Fanatics Betting and Gaming is the online and retail sports betting subsidiary of Fanatics, a global digital sports platform. The Fanatics Sports book is available to 95% of the addressable online sports bettor market in the U.S. Fanatics Casino is currently available online in Michigan, New Jersey, Pennsylvania and West Virginia. Fanatics Betting and Gaming operates twenty‑two retail sports betting locations, including the only sports book inside an NFL stadium at Northwest Stadium.

Fanatics Betting and Gaming is headquartered in New York with offices in Denver, Leeds and Dublin.

You’ll play a key role in delivering exceptional technical support to employees across the organization. In this role, you’ll troubleshoot hardware and software issues, support onboarding processes, manage assets, and collaborate with cross‑functional teams to ensure smooth IT operations. This is a great opportunity for someone who enjoys solving problems, improving support processes, and making a direct impact in a fast‑paced, growing environment.

• Provide technical support to internal users and external partners
• Respond to user inquiries via all support channels (e.g., Slack, Email, Jira)
• Ensure trouble tickets are kept up to date and 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 escape as necessary with the IT functional teams on major initiatives to ensure alignment of support activities across the organization
• Assist with managing asset lifecycle from quotes, ordering, tracking, receiving and updating Asset Database to configuring and shipping the asset; maintain a detailed inventory of Bet Fanatics‑owned computers and mobile devices in Oomnitza as it relates to joiners, leavers and lost/stolen
• Partner with SMEs to prepare reference materials for users by drafting operational instructions and updating the company knowledgebase with tech tips
• Gather and present support metrics and activities to management
• Remain current on technology and support trends
• Help onboard new service desk analysts and personnel
• Serve as the onsite contact for Tier 2 and 3 remote hands support
• Report common issues identified with service partners to management for escalation
• Work with minimal supervision using company documentation and/or research
• Must be available for on‑call rotation after normal business hours and on weekends as an escalation point; serve as the Major Incident Coordinator for P1s supporting the Incident Commander and/or onsite contact
• Maintain security, confidentiality and adhere to best practice standards
• Must be open to occasional travel to Fanatics Betting & Gaming offices and other locations for conferences, events, meetings, and team‑building activities

• 4‑5 years of relevant experience providing technical support in a…