Tech Support Analyst - Seasonal

Technical Support Specialist

This role would require one to three years' experience within technical support and with successful performance. Positions at this level are required to work under general supervision and within a framework of established procedures. Incumbents are encouraged to perform a wide range of duties with only occasional instruction or assistance.

Knowledge of:

• 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