Tech Support Analyst Full Time

– 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
Education & Experience Requirements:

– 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
Preferred Requirements:

– 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 MobiControl
– Demonstrate experience supporting and fixing some of the following software. Microsoft Office, Bluejeans, Zoom, Cisco AnyConnect, 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