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Systems Support Analyst
Fanatics
Concord, NC, United States
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Company Profile
As the global leader in licensed sports merchandise, Fanatics is changing the way fans purchase their favorite team merchandise by partnering with top leagues, clubs and soccer brands worldwide to offer the largest collection of timeless and timely gear from every pro and college team online, on your phone, in stadiums or on-site at the world’s biggest sporting events. A top 50 Internet Retailer Company, Fanatics comprises the broadest online assortment by offering hundreds of thousands of officially licensed items via its Fanatics (www.fanatics.com), FansEdge (www.fansedge.com), Kitbag (www.kitbag.com), and Majestic (www.majesticathletic.com) brands, as well as the largest selection of sports collectibles and memorabilia through Fanatics Authentic (www.fanaticsauthentic.com). A multi-channel company, Fanatics operates more than 300 online and offline stores, including the e-commerce business for all major professional sports leagues (NFL, MLB, NBA, NHL, NASCAR, MLS, PGA), major media brands (NBC Sports, CBS Sports, FOX Sports) and more than 200 collegiate and professional team properties, which include several of biggest global soccer clubs (Manchester United, Real Madrid, Chelsea, Manchester City). The company's in-venue and event retail portfolio includes the NBA, NHL, NASCAR, Wimbledon, Kentucky Derby, The Ryder Cup, Manchester City, Texas Longhorns, Pittsburgh Pirates and New Jersey Devils, allowing fans to experience a seamless shopping experience across online, mobile and physical store locations.
Position Overview
Positions at this level require one to three years’ experience and successful performance. Positions at this level are required to work under general supervision and within a framework of established procedures. Incumbents are expected to perform a full range of duties with only occasional instruction or assistance. Positions at this level frequently work outside the immediate proximity of a supervisor
Knowledge of:
• Principles and practices of 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 training program development and presentation
• Principles and practices of PC operation, maintenance and repair
• Principles and techniques used in interacting with PC users
• Principles and practices of information systems as applied to a large and diversified public organization
• Principles and practices of training program development and presentation
Skill to:
• Repair PCs and peripherals
• Software Installation and repair
• Network Analysis and Troubleshooting
• ITIL implementation
Ability to:
• Work cooperatively with users to provide basic direction and instruction with computer applications
• Maintain confidential data and information
• Analyze problems; identify alternative solutions, project consequences of proposed actions
• Communicate clearly and concisely, both orally and in writing
• Analyze situations carefully and adopt effective courses of action
• Learn to operate server hardware and software
• Operate and maintain Apple iOS and OSx hardware
• Operate Windows based PC hardware and software
• Exercise good judgment, flexibility, creativity, and sensitivity in response to changing situations and needs
• Perform highly skilled and complex PC maintenance, repair, analysis and testing
• Perform analysis testing and operations support for Windows 2008 R2 Active Directory and Exchange
• Use independent judgment, initiative, and good human relations and problem solving skills in the application and follow through on decisions
• Ensure compliance with and follow standard practices and procedures common to computer networking and information systems work
• Establish, maintain, and foster positive and harmonious working relationships with those contacted in the course of work
Education & Experience Requirements
• College degree, or Associate degree and 2 years related work experience, or High school diploma/equivalent and 3 years related work experience required
• Excellent verbal and written communication skills
• Experience with handheld scanners, label printers, and other ruggedized equipment a plus
• Strong knowledge of Macintosh OS, Windows OS and MS Office products
• Strong troubleshooting skills
• Ability to stay calm in stressful situations, especially when dealing with demanding customers and/or upper management
• Ability to handle multiple competing priorities
• Ability to work with minimal supervision
• Ability to use discretion and confidentiality with access to sensitive data May require occasional travel to remote locations
• Ability to lift computer equipment, including monitors and printers, which may weigh up to 60 lbs.
• Experience with troubleshooting Printers (both network and stand alones)
• Able to solve network connectivity problems, understand TCP/IP protocols, and be able to let higher levels of support know specific technical issues in detail
• Experience with creation/management of Ghost images and other rapid deployment technologies is a plus
• Basic understanding of Active Directory administrative tasks including creating user and computer accounts
• 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
• A+ and Network + Certifications preferred
• 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
• Assists in creating documentation for self-service end-user support knowledge base
• Helps install local area network cabling systems and equipment such as network interface cards, and switches