Service Desk Analyst I

About Fanatics

Fanatics is creating a global digital sports ecosystem designed to connect fans with the products and experiences they love. The company serves sports fans through commerce, collectibles, and betting, helping them buy licensed fan gear, collectible cards, memorabilia, digital assets, and place bets as its sportsbook and iGaming offerings expand. Its platform supports a large global audience, a broad network of sports partners, and thousands of retail locations, with more than 22,000 employees focused on improving the fan experience.

About Fanatics Collectibles

Fanatics Collectibles operates at the crossroads of collectibles, culture, and technology. Supported by strong investors, operators, and sports and entertainment partners, the business is working to become a leading name in next-generation collectibles. It is part of a wider Fanatics network that reaches millions of sports fans and spans a large number of sports properties.

Role Overview

The Service Desk Analyst I position sits within Technical Services and is centered on delivering first-line technical support through tickets, walk-up requests, and direct email communication. The role involves capturing user issues in detail, recommending practical fixes, escalating cases when needed with complete notes and diagnostic information, and maintaining the knowledge base with SOPs and troubleshooting guidance. Strong customer service is essential to create a smooth and positive tech support experience for internal users.

Key Responsibilities

• Provide a high level of customer care by listening actively, responding with empathy, and ensuring follow-through on every request.
• Support a variety of endpoints, including Windows and Mac devices, printers, BYOD phones, and digital signage, while keeping downtime to a minimum.
• Record user issues carefully, outline possible solutions, and keep support workflows organized and accurate.
• Use structured troubleshooting methods such as root cause analysis, brainstorming, and the 5 Whys to resolve technical problems effectively.
• Handle user administration and basic system support tasks across multiple platforms, including Microsoft 365.
• Work closely with teammates on technical issues and contribute resolutions, process updates, and documentation to the knowledge base.

Requirements

• Background in customer service or hospitality.
• Strong written and spoken communication skills with a professional, user-focused approach.
• Ability to listen carefully and respond with empathy to user concerns.
• Comfortable staying composed when dealing with difficult users or senior leaders.
• College degree or equivalent relevant work experience.
• At least 2 years of experience supporting IT environments.
• CompTIA certifications such as A+ or Network+ are considered an advantage.
• Experience with Microsoft 365, Okta, Slack, Outlook, and Zoom, or similar tools.
• Willingness to work full time with occasional support outside standard hours.
• Must work on site in the office.
• Ability to lift equipment such as monitors and printers weighing up to 60 lbs.
• Basic knowledge of Active Directory administration, including creation of user and computer accounts.

Additional Information

This role offers base pay only, excluding short-term or long-term incentives. The stated compensation is specific to New York City and may not apply in other locations. Final pay will depend on factors such as location, experience, qualifications, and training.

Applicants should note that Fanatics does not request payment from candidates. Communication should come from an official Fanatics email address, including @collectfanatics.com, and candidates may verify recruiter contact by phone or other communication if needed. Where possible, applications should be submitted through the company careers site.

By applying, candidates agree to the company’s terms of service and confirm that they have reviewed the Candidate Privacy Policy.

Benefits

Information about employee benefits is available through the company’s benefits resource.

Compensation

NYC base salary range: USD 28.85 to 36.06 per hour.