Fanatics · 4 hours ago
Systems Analyst II
8100 Nations Way, Jacksonville, FL, 32256, US
Full-time
Hybrid
Mid, Senior Level
5+ years expFanatics is building a leading global digital sports platform, and they are seeking a Systems Analyst II to manage technical service requests and ensure a positive user experience. The role involves providing technical support, maintaining documentation, and collaborating with team members to enhance operational efficiency.
eSportsManufacturingRetailSporting GoodsSports
Responsibilities
Managing Tech service requests via ticketing system, walk-ups, and direct messages
Documenting user problems and suggesting resolutions
Managing the workflow through completion of user requests or incidents
Using, creating, editing, and maintaining the Knowledgebase, including SOPs and troubleshooting steps
Providing technical support for various endpoints including PC and Mac computers, printers, and conference room systems
Taking detailed notes on user-reported problems and formulating potential resolution steps
Utilizing problem-solving techniques such as root cause analysis and brainstorming
Accountable for comprehensive user administration across various systems and applications
Actively engaging in team-based troubleshooting and documenting resolutions in the knowledge base
Qualification
Required
Minimum of 5 to 7 years of experience in Enterprise IT support
Excel in both written and verbal communication, ensuring clarity, professionalism, and a customer-centric tone in all interactions
Employ active listening and empathetic responses to understand and effectively address client needs, fostering positive relationships, and ensuring customer satisfaction in every interaction
Ability to stay calm in stressful situations, especially when dealing with demanding customers and/or upper management (Executive)
Experience supporting a distributed network of users – Global experience is ideal as the role could be expected to assist in support of our global staff members (UK, Japan, India)
Proficient in troubleshooting issues in Win 10 & 11, MAC OS environment/event logs
Proven experience in enterprise environment / 5000+ supported users or more
Proven experience with – IT Asset & Inventory management
Experience and comfort with remote support & troubleshooting
Preferred
Preferred 3-5 years of experience directly supporting executive staff including C-level executives is a plus
Experience supporting executive town-hall technological needs. Any experience specifically with Zoom Webinars, ATEM hardware, and A/V technology. Some familiarity with ‘live' video streaming to a large audience. The ideal scale should be as follows: Hosting, Co-Hosting, Panelist, and Participants of 1000 total or more
Technical certifications (e.g., CompTIA+, Net+, Security+, MCSE, MCSA, JAMF 100/200/300) are a plus
Microsoft 365 – Hybrid Connector Environment, Intra-ID/Intune provisioning
MDM – Intune, JAMF
Zoom Administration – Phone & Conference experience a plus
Zoom Webinar A/V – Technology setup experience (soundboards, studio cameras, stage lighting, confidence monitors, etc.)
Collaboration Tools – Supporting corporate collaboration tools such as - Slack, Teams, Box, Confluence, Zoom Chat
ServiceNow ITSM – Asset Management, Enterprise Ticketing Tool, KB, & Comprehensive Reporting
This position may require occasional after-hours support
Duties may go above and beyond the specified items within this requisition
Physical presence at the office as per department manager. However, WFH opportunities are available after a 90 probationary period – and a proven ability to continue productivity while away from the office
Ability to lift computer equipment, including monitors, printers, and other IT peripherals that could weigh up to 60 lbs
A basic understanding of Active Directory
New-Hire Onboarding – IT Deliverables: Experience with basic office setup to include dual-screen monitors, docking stations, and other relevant peripherals that could be requested as part of onboarding
Benefits
Health, financial, legal, and development assistance
Wellness programs with fitness and weight management partners
Paid maternity paternity leave
Infertility treatment
Flexible time off
Competitive 401k plan
Company
Fanatics
Fanatics is a global sports platform reimagining the fan experience across gear, trading cards, sports betting, content, events, and more. It is a sub-organization of Kynetic.
10001+ employees
H1B Sponsorship
Fanatics has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2021 (2)
Funding
Current Stage
Late StageTotal Funding
$4.9BKey Investors
Clearlake Capital GroupNational Football LeagueAlameda Research
2022-12-06Private Equity· $700M
2022-03-02Private Equity· $1.5B
2022-01-01Series Unknown· $10M
Leadership Team
J
Joseph Bozich
Advisor to Chief Executive Officer
Michael Mahan
CEO
Recent News
Sports Business Journal
2026-02-05
2026-02-04
The Philadelphia Inquirer
2026-02-04
Company data provided by crunchbase