At Fanatics, the world's leading sports merchandise platform, the Service Desk Analyst I plays a pivotal role in maintaining seamless IT operations across our New York headquarters. This position ensures that over 500 employees—from inventory specialists to digital marketers—stay productive amid high-volume order surges and live event integrations. Your work directly supports the backbone of fan engagement during peak seasons like playoffs and launches. Daily responsibilities center on rapid incident resolution and user empowerment. Respond to inbound tickets via phone, email, and our internal portal, diagnosing issues with Windows/macOS devices, Office 365 applications, and VPN connectivity tailored to remote fulfillment centers. Perform hardware swaps for laptops and peripherals, escalate complex server queries to tier II teams, and maintain an active inventory of 2,000+ assets using ServiceNow. Collaborate with facilities on desk setups during office expansions and conduct weekly knowledge-sharing sessions to reduce repeat calls by 20%. Document resolutions meticulously to build a robust self-service knowledge base. Candidates need an associate degree in IT or related field, plus 1-2 years in help desk environments. Proficiency in Active Directory, Microsoft Intune, and basic networking (TCP/IP, Wi-Fi troubleshooting) is essential. Familiarity with ticketing systems like Zendesk or ServiceNow and CompTIA A+ certification preferred. Success demands sharp analytical thinking paired with exceptional user empathy. Technical chops in endpoint management must blend with clear communication to guide non-tech-savvy staff through e-commerce platform glitches. Adaptability shines in our 24/7 operation cycles, where shifting priorities from cyber drills to hardware audits keep skills razor-sharp. Fanatics fosters a collaborative, high-energy culture in our SoHo office, blending startup agility with enterprise scale. Teams bond over fan events and wellness perks, with clear paths to senior analyst roles through mentorship programs. We provide competitive compensation, comprehensive health coverage, unlimited PTO, and 401(k) matching to support your professional journey.