Anlst I Service Desk

Fanatics - Jacksonville, FL

Full-time - Entry Level

Jacksonville, FL

Food Services and Drinking Places

About the position

Fanatics is seeking a motivated and customer-focused individual to join our Service Desk team as a Service Desk I. This role will be responsible for providing technical support and assistance to internal users across various departments and locations. The ideal candidate is enthusiastic about technology, possesses excellent communication skills, and thrives in a fast-paced environment. As a Service Desk I, you will be the first point of contact for internal users seeking technical assistance, and your primary goal will be to ensure that their issues are resolved efficiently and effectively. In this position, you will provide first-level technical support to internal users via phone, email, chat, or in-person. You will diagnose and troubleshoot hardware, software, and network issues, documenting all support interactions in the ticketing system. If you encounter unresolved issues, you will escalate them to the appropriate internal teams or external vendors for further investigation and resolution. Additionally, you will assist with the setup, configuration, and maintenance of desktops, laptops, printers, and other peripherals, ensuring that all equipment is functioning optimally. Collaboration with other IT teams will be essential as you work to identify and implement process improvements and best practices. You will also assist with user account management tasks, including account creation, modification, and termination. Providing training and guidance to users on basic IT procedures and best practices will be part of your responsibilities, as will staying current with emerging technologies and trends in the IT industry. This role is crucial in maintaining a high level of customer satisfaction and operational efficiency within the organization.

Responsibilities

• Provide first-level technical support to internal users via phone, email, chat, or in-person.
• Diagnose and troubleshoot hardware, software, and network issues.
• Document all support interactions, including the nature of the issue and the resolution steps taken, in the ticketing system.
• Escalate unresolved issues to appropriate internal teams or external vendors for further investigation and resolution.
• Assist with the setup, configuration, and maintenance of desktops, laptops, printers, and other peripherals.
• Collaborate with other IT teams to identify and implement process improvements and best practices.
• Assist with user account management tasks, including account creation, modification, and termination.
• Provide training and guidance to users on basic IT procedures and best practices.
• Stay current with emerging technologies and trends in the IT industry.

Requirements

• High school diploma or equivalent; Bachelor's degree in Information Technology or related field preferred.
• 1-2 years of experience in a technical support role, preferably in a corporate environment.
• Strong knowledge of Microsoft Windows operating systems and Microsoft Office suite.
• Familiarity with basic networking concepts, including TCP/IP, DNS, DHCP, etc.
• Excellent problem-solving skills and attention to detail.
• Ability to prioritize tasks and manage time effectively in a dynamic environment.
• Strong interpersonal and communication skills, both verbal and written.
• IT certifications such as CompTIA A+, Network+, or Microsoft Certified Professional (MCP) are a plus.

Nice-to-haves

• Experience with IT service management tools and ticketing systems.
• Knowledge of additional operating systems such as macOS or Linux.
• Experience in a retail or e-commerce environment.