IT Support Specialist

Fanatics Collectibles; Sunnyvale (CA); On-site; USD 85,000 - 110,000; Full time

Job summary

Fanatics Collectibles seeks an experienced IT support specialist (Tier 2) to maintain Windows and macOS endpoints, manage Intune/NinjaOne, and administer ABM/JAMF for device enrollment. You will handle identity and access via Okta/SSO, support Zoom Rooms, and contribute to incident management in a manufacturing environment with strict SLAs.

You will also manage asset offboarding and IT documentation, with occasional travel to Allen, TX as needed.

Qualifications

• 2+ years of IT support at escalated/Tier 2 level.
• Experience with Jira Service Management ticket queues, SLAs, and escalations.
• Hands-on administration with Microsoft Intune and NinjaOne.
• Experience with Apple Business Manager and JAMF for device enrollment and management.
• Experience administering Okta or similar identity/SSO tooling.
• Experience with Zoom/Zoom Rooms and conference systems.
• Willingness to travel occasionally to Allen, TX.
• Proficient in Windows and macOS support.

Responsibilities

• Tier 2 escalated support; resolve tickets escalated from Tier 1 in a manufacturing environment.
• Incident management: categorize, prioritize, and track incidents to resolution.
• Administer Windows endpoints, images, and configuration via Intune and JAMF.
• Manage Apple Business Manager and JAMF for device enrollment and compliance.
• Administer Okta/SSO accounts and Microsoft 365 tasks across tenants.
• Execute device offboarding, retention, and legal holds per policy.
• Support conference room AV, Zoom Rooms, and facility tech.
• Document and update internal knowledge base for the team.

Skills

Customer service

Incident management

Ticket prioritization

Windows support

macOS support

Tools

Jira Service Management

Intune

NinjaOne

Apple Business Manager

JAMF

Okta/SSO

Zoom Rooms

Microsoft 365 Admin

Job description

About Us

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.

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

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