IT Support Specialist

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 Collect and Bet. Through the Fanatics platform sports fans can 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 Sportsbook 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 2500 athletes and celebrities and 200 exclusive athletes; and over 2000 retail locations including its Lids retail stores. Our more than 22000 employees are committed to relentlessly enhancing the fan experience and delighting sports fans globally.

About the Company

Fanatics Collectibles is a new company operating at the intersection of collectibles culture and technology. Backed by world-class investors operators and sports & entertainment partners we are building the global leader in next-generation collectibles. As part of the broader Fanatics ecosystem we leverage a digital sports platform that spans over 900 sports properties and engages more than 81 million fans. Together we are reimagining every part of the collectibles experience for fans partners and creators.

Role Summary

Based in Sunnyvale TX with occasional travel to the Allen TX site as needed. Maintains IT systems and end-user support within a manufacturing environment governed by strict SLAs where uptime directly impacts production. Resolves escalated tickets and administers Windows and mobile device management platforms identity and access systems and endpoint provisioning.

Key Responsibilities

• Tier 2 escalated support Resolves tickets escalated from Tier 1 in Jira Service Management including access requests permission changes software installs distribution list management and system integration issues (Slack Oracle Company Portal). Meets strict SLAs for issue response and resolution in a manufacturing environment where downtime directly affects production output.
• Incident management & ticketing Categorizes prioritizes and tracks incidents through resolution in the ticketing system ensuring accurate classification for reporting and trend analysis. Follows defined incident management workflows for escalation reassignment and closure.
• Windows device administration Provisions images and configures Windows endpoints. Troubleshoots Windows OS driver and application issues escalated from Tier 1. Administers devices via Microsoft Intune and NinjaOne including enrollment compliance policies configuration profiles patching and remote monitoring.
• Mobile device management (MDM) Administers Apple Business Manager (ABM) and JAMF for macOS/iOS device enrollment configuration and lifecycle management including device supervision app deployment and compliance policy enforcement.
• Identity & access administration Manages Okta/SSO account provisioning and deprovisioning elevated permission requests and Microsoft 365 admin tasks across company tenants.
• Asset lifecycle & offboarding support Executes device offboarding retention and legal hold procedures per company policy.
• Facilities & AV technology support Supports conference room AV equipment room scheduler systems Zoom Rooms and facility technology checkups; assists with equipment requests for production/warehouse areas.
• Documentation Contributes to and maintains internal knowledge base documentation for the support team.

Requirements

• 2 years of IT support experience including experience at an escalated/Tier 2 level
• Baseline experience with Jira Service Management (ticket queues escalations SLAs)
• Incident management and ticketing system proficiency including ticket categorization and prioritization
• Hands-on administration experience with Microsoft Intune and NinjaOne
• Hands-on administration experience with Apple Business Manager and JAMF
• Experience with Okta or equivalent identity/SSO administration
• Experience administering or supporting Zoom (including Zoom Rooms/conference systems)
• Comfortable with occasional travel to Allen TX
• Windows and macOS support proficiency
• Vendor/facilities coordination experience a plus

Ensure your Fanatics job offer is legitimate and dont fall victim to fraud. Fanatics never seeks payment from job free to ask your recruiter for a phone call or other type of communication for interview and ensure your communication is coming from a Fanatics email address (including @). For added security where possible apply through our company website at submitting your application you agree to our terms of service and acknowledge you have read our Candidate Privacy Policy.

Fanatics will never ask candidates for money banking information or other sensitive personal information as part of the interview process. If you receive a suspicious message claiming to be from Fanatics recruiting please do not respond and report it here .

Required Experience:

IC