IT Support Specialist

About Us

Fanatics is a leading global sports platform redefining how fans connect with the teams, players and moments they love. Our businesses — Fanatics Commerce, Fanatics Collectibles, Fanatics Betting & Gaming, Fanatics Events, Fanatics Advertising, Fanatics Markets and Fanatics Studios — maximize the presence and reach for hundreds of partners globally and create a one-stop experience that allows fans to buy, bet, collect, and earn, while engaging with sports in deeper, more immersive ways. This includes licensed fan gear and lifestyle products, sportsbook and iGaming, physical and digital trading cards, live events, premium sports entertainment content, credit card offerings and more. Together, they form a powerful, integrated ecosystem — connected by the Fanatics ONE loyalty program and FanCash, the currency of sport — delivering personalized experiences to over 100 million fans worldwide. Fanatics holds partnerships with over 900 sports properties, from professional leagues and players’ associations to teams, colleges and retail partners; over 7,000 athletes and celebrities; and over 2,000 retail locations, including all Lids stores. Backed by a team of more than 22,000 employees, Fanatics is committed to relentlessly enhancing the fan experience.

About the Company

Fanatics Collectibles is a new company operating at the intersection of collectibles, culture, and technology. Backed by world-class investors, operators, and sports & entertainment partners, we are building the global leader in next-generation collectibles. As part of the broader Fanatics ecosystem, we leverage a digital sports platform that spans over 900 sports properties and engages more than 81 million fans. Together, we are reimagining every part of the collectibles experience for fans, partners, and creators.

Role Summary

Based in Sunnyvale, TX, with occasional travel to the Allen, TX site as needed. Maintains IT systems and end-user support within a manufacturing environment governed by strict SLAs, where uptime directly impacts production. Resolves escalated tickets and administers Windows and mobile device management platforms, identity and access systems, and endpoint provisioning.

Key Responsibilities

• Tier 2 escalated support Resolves tickets escalated from Tier 1 in Jira Service Management, including access requests, permission changes, software installs, distribution list management, and system integration issues (Slack, Oracle, Company Portal). Meets strict SLAs for issue response and resolution in a manufacturing environment where downtime directly affects production output.
• Incident management & ticketing Categorizes, prioritizes, and tracks incidents through resolution in the ticketing system, ensuring accurate classification for reporting and trend analysis. Follows defined incident management workflows for escalation, reassignment, and closure.
• Windows device administration Provisions, images, and configures Windows endpoints. Troubleshoots Windows OS, driver, and application issues escalated from Tier 1. Administers devices via Microsoft Intune and NinjaOne, including enrollment, compliance policies, configuration profiles, patching, and remote monitoring.
• Mobile device management (MDM) Administers Apple Business Manager (ABM) and JAMF for macOS/iOS device enrollment, configuration, and lifecycle management, including device supervision, app deployment, and compliance policy enforcement.
• Identity & access administration Manages Okta/SSO account provisioning and deprovisioning, elevated permission requests, and Microsoft 365 admin tasks across company tenants.
• Asset lifecycle & offboarding support Executes device offboarding, retention, and legal hold procedures per company policy.
• Facilities & AV technology support Supports conference room AV equipment, room scheduler systems, Zoom Rooms, and facility technology checkups; assists with equipment requests for production/warehouse areas.
• Documentation Contributes to and maintains internal knowledge base documentation for the support team.

Requirements

• 2+ years of IT support experience, including experience at an escalated/Tier 2 level
• Baseline experience with Jira Service Management (ticket queues, escalations, SLAs)
• Incident management and ticketing system proficiency, including ticket categorization and prioritization
• Hands-on administration experience with Microsoft Intune and NinjaOne
• Hands-on administration experience with Apple Business Manager and JAMF
• Experience with Okta or equivalent identity/SSO administration
• Experience administering or supporting Zoom (including Zoom Rooms/conference systems)
• Comfortable with occasional travel to Allen, TX
• Windows and macOS support proficiency
• Vendor/facilities coordination experience a plus

Ensure your Fanatics job offer is legitimate and don’t fall victim to fraud.  Fanatics never seeks payment from job applicants. Feel free to ask your recruiter for a phone call or other type of communication for interview, and ensure your communication is coming from a Fanatics email address (including @collectfanatics.com).  For added security, where possible, apply through our company website at www.fanaticsinc.com/careers

By submitting your application, you agree to our terms of service and acknowledge you have read our Candidate Privacy Policy.

Fanatics will never ask candidates for money, banking information, or other sensitive personal information as part of the interview process. If you receive a suspicious message claiming to be from Fanatics recruiting, please do not respond and report it here.

2+ years of IT support experience, including experience at an escalated/Tier 2 level
Baseline experience with Jira Service Management (ticket queues, escalations, SLAs)
Incident management and ticketing system proficiency, including ticket categorization and prioritization
Hands-on administration experience with Microsoft Intune and NinjaOne
Hands-on administration experience with Apple Business Manager and JAMF
Experience with Okta or equivalent identity/SSO administration
Experience administering or supporting Zoom (including Zoom Rooms/conference systems)
Comfortable with occasional travel to Allen, TX
Windows and macOS support proficiency
Vendor/facilities coordination experience a plus
 
 
Ensure your Fanatics job offer is legitimate and don’t fall victim to fraud.  Fanatics never seeks payment from job applicants. Feel free to ask your recruiter for a phone call or other type of communication for interview, and ensure your communication is coming from a Fanatics email address (including @collectfanatics.com).  For added security, where possible, apply through our company website at www.fanaticsinc.com/careers
By submitting your application, you agree to our terms of service and acknowledge you have read our Candidate Privacy Policy.
Fanatics will never ask candidates for money, banking information, or other sensitive personal information as part of the interview process. If you receive a suspicious message claiming to be from Fanatics recruiting, please do not respond and report it here.