Tech Support Analyst - Warehouse

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 escalate 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.

AI & DIGITAL CAPABILITY

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 Frazeysburg, OH.