IT Support Specialist

Fanatics; Dallas (TX); On-site; USD 60,000 - 90,000; Full time

Job summary

Fanatics Collectibles in Texas seeks an IT Support Specialist to provide Tier 2 escalation support within a manufacturing environment. You will manage Windows devices, MDM (Intune/NinjaOne), identity and access (Okta/SSO), and Tier 2 incidents while maintaining SLA commitments.

You will use Jira Service Management for ticket queues, changes, and reporting, with occasional travel to Allen, TX. Strong communication and documentation skills are essential.

Qualifications

• 2+ years IT support experience, including escalated/Tier 2 level.
• Baseline experience with Jira Service Management (ticket queues, escalations, SLAs).
• Incident management and ticketing system proficiency.
• 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 Zoom (including Zoom Rooms/conference systems).
• Comfortable with occasional travel to Allen, TX.
• Windows and macOS support proficiency.

Responsibilities

• Tier 2 escalated support resolving tickets escalated from Tier 1, with strict SLAs.
• Incident management and ticketing workflow tracking from classification to resolution.
• Windows device provisioning, imaging, and configuration.
• MDM administration for iOS/macOS devices (ABM/JAMF).
• Identity and access administration (Okta/SSO, Microsoft 365).
• Device offboarding, retention, and legal hold processing.
• Facilities and AV tech support for conference rooms and Zoom Rooms.
• Maintain and contribute to internal knowledge base documentation.

Skills

Tier 2 IT support

SLA management

Incident response

Tools

Jira Service Management

Microsoft Intune

NinjaOne

Apple Business Manager

JAMF

Okta/SSO

Zoom/Zoom Rooms

Job description

Fanatics is building a leading global digital sports platform. We ignite the passions of global sports fans and maximize the presence and reach for our hundreds of sports partners globally by offering products and services across Fanatics Commerce, Fanatics Collectibles, and Fanatics Betting & Gaming, allowing sports fans to Buy, Collect, and Bet. Through the Fanatics platform, sports fans can buy licensed fan gear, jerseys, lifestyle and streetwear products, headwear, and hardgoods; collect physical and digital trading cards, sports memorabilia, and other digital assets; and bet as the company builds its Sportsbook and iGaming platform. Fanatics has an established database of over 100 million global sports fans; a global partner network with approximately 900 sports properties, including major national and international professional sports leagues, players associations, teams, colleges, college conferences and retail partners, 2,500 athletes and celebrities, and 200 exclusive athletes; and over 2,000 retail locations, including its Lids retail stores. Our more than 22,000 employees are committed to relentlessly enhancing the fan experience and delighting sports fans globally.

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.

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

As set forth in Fanatics Collectibles’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.