• Provide onsite and/or remote technical support to internal users and external partners • Respond to user inquiries via all support channels (e.g., Slack, Email, Jira, etc.) • Gather and present support metrics and activities to management • Remain current on technology and support trends • Assist with onboarding, training and mentoring new and legacy team members • Ensure trouble tickets are kept up to date in Jira as well as provide timely and accurate updates to the reporter • Help maintain and update onboarding documentation and processes for new hires • Help ensure that processes used by the service desk team are well-documented and communicated • Triage service requests and escalate as necessary with the IT functional teams (e.g., Security, Engineering, DevOps, etc.) on major initiatives to ensure alignment of support activities across the organization. • Help track, deploy and maintain detailed inventory of BetFanatics-owned computers and mobile devices in Oomnitza as it relates to joiners, leavers and lost/stolen • Serve as a SME and/or partner with SMEs to prepare reference material for users by drafting operation instructions and updating the company knowledge base with tech tips • Report common issues identified with service partners to management for escalation • Ability to work with minimal supervision (e.g., use company documentation and/or research using traditional and online resources) • Must be available for on-call rotation after normal business hours and on weekends as it relates to onsite needs and/or P1 Outage support. • Must be open to occasional travel to Fanatics Betting & Gaming offices and other locations for conferences, events, meetings, and team-building activities.