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
