Technical Support Analyst

Fanatics Commerce is the global leader in licensed sports merchandise, operating a vertically integrated platform that designs, manufactures, and delivers officially licensed apparel, jerseys, headwear, and collectibles for major leagues, teams, and events worldwide. With more than 900 e-commerce sites and a global omnichannel presence across digital, in-venue, and retail, Fanatics Commerce reaches fans in over 180 countries and powers official fan experiences for many of the world's most iconic sports properties. At Fanatics, we bring our BOLD Leadership Principles to life every day - building championship teams, obsessing over fans, acting with entrepreneurial speed, and delivering with a determined and relentless mindset. ROLE OVERVIEW The Tech Support Analyst – Seasonal provides hands‑on technical support for PC, Mac, mobile, and networked systems across Fanatics Commerce's enterprise environment, working under general supervision within established procedures to resolve a wide range of hardware, software, and connectivity issues. This role operates in a fast‑paced, often warehouse‑based setting, requiring the ability to manage multiple priorities, maintain confidentiality, and communicate clearly with users at all levels. The Tech Support Analyst – Seasonal delivers business and fan impact through BOLD leadership and execution excellence, leveraging data, automation, and AI‑enabled insights. HOW WILL YOU DRIVE IMPACT Success is measured by the ability to deliver results through BOLD capabilities and measurable outcomes. Team & Leadership Impact (Build Championship Teams) Collaborate cross‑functionally with end users, peers, and higher‑level support tiers to diagnose and upscale technical issues with clear, detailed documentation. Champion positive and collaborative working relationships across the user base, maintaining professionalism with demanding customers and upper management alike. Contribute to a shared knowledge base by assisting in the creation and maintenance of self‑service end‑user support documentation. Fan & Customer Impact (Obsessed with Fans) Provide responsive, high‑quality technical support to end users, ensuring minimal disruption to day‑to‑day operations and a consistently positive support experience. Deliver clear direction and instruction on computer applications, empowering users to resolve basic issues independently where possible. Maintain a strong dedication to customer service, responding to last‑minute requests with accuracy and composure. Handle all interactions with discretion, safeguarding confidential data and sensitive system access. Innovation & Problem Solving (Limitless Entrepreneurial Spirit) Diagnose and resolve complex hardware, software, network, VPN, Wi‑Fi, and LAN/WAN connectivity issues, applying structured troubleshooting methodologies. Support Android and Apple iOS device management, including operating system reinstallation and use of ADB tools where required. Identify and document technical issues in sufficient detail to enable efficient escalation and resolution by higher support levels. Apply working knowledge of TCP/IP, DNS, and Active Directory to address network and user access problems systematically. Ownership & Execution (Determined & Relentless Mindset) Manage end‑to‑end PC provisioning, including hardware setup, software installation, and peripheral configuration for end users. Maintain, repair, and troubleshoot printers (network and standalone), handheld scanners, label printers, and other ruggedized warehouse equipment. Adhere to all standard operating procedures for computer networking and information systems as established by Fanatics, including safety regulations when using ladders or power industrial equipment. Demonstrate consistent follow‑through to ensure problems are fully resolved, with the ability to work independently with minimal direction when required. We are building a future‑ready organization. This role is expected to: Apply AI and technology to improve efficiency, quality, and outcomes Use data and digital tools to inform decisions and enhance performance Demonstrate curiosity and adaptability in adopting new technologies and ways of working Contribute to a culture of innovation and continuous improvement CAPABILITIES & EXPERIENCE YOU BRING Required Qualifications: One to three years of experience in a technical support role, with demonstrated ability to troubleshoot and resolve PC, Mac, and peripheral hardware and software issues. Strong working knowledge of Windows OS, Mac OS, MS Office, and Google Workspace, with hands‑on experience supporting additional tools such as Zoom, Cisco AnyConnect, Box, and Adobe Creative Cloud. Solid understanding of networking concepts including TCP/IP, DNS, LAN, WAN, and VPN, with the ability to diagnose and articulate connectivity issues clearly. Experience operating and supporting Android and Apple iOS devices, including mobile device management platforms such as SOTI MobiControl. Proficiency with ITSM platforms, with experience in ServiceNow preferred; familiarity with running and terminating Cat6 network cabling is a plus. Excellent verbal and written communication skills, strong analytical ability, and a calm, composed approach when supporting demanding users or fast‑moving operational environments. Physical ability to lift computer equipment including monitors and printers up to 60 lbs., and willingness to travel occasionally to remote locations and work within warehouse environments. Education: High school diploma or equivalent with 3 years of related work experience required; or a college or associate degree with 2 years of related work experience. WORK LOCATION On‑site: Your work location will be onsite in Aberdeen, MD. The salary range represents base pay only and does not include short‑term or long‑term incentive compensation. When determining base pay as part of a final compensation package, we consider several factors such as location, experience, qualifications, and training. For information about our benefits, please visit Salary Range $27 - $33.75 USD At Fanatics, we operate with a BOLD mindset - We Build Championship Teams, we’re Obsessed with Fans, we embrace a Limitless Entrepreneurial Spirit, and we approach every challenge with a Determined and Relentless Mindset. If you’re ready to contribute to a dynamic, fast‑paced environment that thrives on collaboration and growth, we want you to be part of our team. 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 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. 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, 2,500 athletes and celebrities, and 200 exclusive athletes; and over 2,000 retail locations, including its Lids retail stores. Our more than 22,000 employees are committed to relentlessly enhancing the fan experience and delighting sports fans globally. ABOUT THE TEAM Fanatics Commerce is a leading designer, manufacturer, and seller of licensed fan gear, jerseys, lifestyle and streetwear products, headwear, and hardgoods. It operates a vertically‑integrated platform of digital and physical capabilities for leading sports leagues, teams, colleges, and associations globally – as well as its flagship site, Fanatics Commerce has a broad range of online, sports venue, and vertical apparel partnerships worldwide, including comprehensive partnerships with leading leagues, teams, colleges, and sports organizations across the world—including the NFL, NBA, MLB, NHL, MLS, Formula 1, and Australian Football League (AFL); the Dallas Cowboys, GoldenStateWarriors, ParisSaint‑Germaine, ChelseaFC, and TokyoGiants; the University of Notre Dame, University of Alabama, and University of Texas; the International Olympic Committee (IOC), England Rugby, and the Union of European Football Associations (UEFA). At Fanatics Commerce, we infuse our BOLD Leadership Principles in everything we do: - Build Championship Teams - Obsessed with Fans - Limitless Entrepreneurial Spirit - Determined and Relentless Mindset Voluntary Self-Identification For government reporting purposes, we ask candidates to respond to the below self‑identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file. As set forth in Fanatics Commerce ’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law. If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. 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