Tech Support Analyst

Knowledge

• Principles and practices of enterprise level information systems as applied to a large and diversified public organization
• Methods, materials, tools, and equipment used in PC and midrange computer networking, repairs, and operations
• Principles and practices of PC & Mac operation, maintenance, and repair
• Principles and techniques used in interacting with troubleshooting skills for PC & Mac users
• Skill to:
• Solve and Repair PC/Mac and peripherals
• Software troubleshooting, installation, and repair
• Network Analysis and Troubleshooting
• Ability to:
• Work multi-functionally with users to provide basic direction and instruction with computer applications
• Maintain confidential data and information
• Operate and maintain Android & Apple iOS hardware
• To comply and follow standard operating practices and procedures common to computer networking and information systems work established by Fanatics
• Maintain and champion positive and collaborative working relationships with peers and userbase
• Ability to use discretion and confidentiality with access to critical data
• May require occasional travel to remote locations
• Potentially utilize ladder or power industrial equipment to access equipment based on need in alignment to safety regulations

• High school diploma/equivalent and 3 years related work experience required or College degree, or Associate degree and 2 years related work experience.
• Excellent verbal and written communication skills
• Experience with handheld scanners, label printers, and other ruggedized equipment a plus
• Good understanding of Mac OS, Windows OS, and MS Office products
• Strong troubleshooting skills
• Ability to stay calm in stressful situations, especially when working with demanding customers and/or upper management
• Ability to prioritize multiple priorities
• Ability to work with minimal direction when vital
• Ability to lift computer equipment, including monitors and printers, which may weigh up to 60 lbs. (Within safety guidelines or within a team setting.)
• Experience with fixing Printers (Both network and Stand-alone)
• Able to tackle network connectivity problems, understand TCP/IP protocols, DNS, and be able to let higher levels of support know specific technical issues in detail
• Basic understanding of Active Directory administrative tasks
• A strong dedication to quality customer service
• Good analytical skills, attention to detail, consistent follow-through to assure problems are resolved and ability to respond to last minute requests
• Responsible for all aspects of end-user PC provisioning including setup of hardware, software, and peripherals
• Diagnoses and resolves end-user network, VPN, WI-FI and local-area network access problems (I.E. VPN, WIFI, LAN, WAN)
• Assists in crafting & maintaining documentation for self-service end-user support knowledge base

• A+ and Network + Certifications preferred
• Run and Terminate Cat6 network cabling
• Experience working within a Warehouse Environment
• Well grounded experience working in Service Now
• Solid grasp of SOTI Mobi Control
• Demonstrate experience supporting and fixing some of the following software:
  Microsoft Office, Bluejeans, Zoom, Cisco Any Connect, Box, Adobe Creative Cloud, AutoCAD, Lenel OnGuard, Google Workspace
• Experience working with Android OS, including but not limited to reinstalling operating systems or utilizing ADB tools