Tech Support Analyst

Fanatics Commerce is hiring a Tech Support Analyst to deliver hands-on support across PC, Mac, mobile, and networked systems in a fast-moving enterprise environment. If you enjoy resolving technical issues end to end and improving how support is delivered, this onsite role in Tampa, FL offers a strong mix of troubleshooting, device provisioning, and collaboration.

What you’ll do

• Collaborate with end users, peers, and higher-level support tiers to diagnose technical issues, escalating with clear, detailed documentation.
• Provide responsive, high-quality support that minimizes disruption to day-to-day operations and maintains a consistently positive experience.
• Guide users with clear instruction on computer applications to help resolve basic issues independently where possible.
• Support continuous improvement by contributing to a shared knowledge base and helping create or maintain self-service documentation.
• Follow through on issues until resolution is complete, working independently with minimal direction when needed.
• Handle last-minute requests with accuracy and composure, while maintaining professionalism with demanding customers and upper management.
• Protect confidential data and sensitive system access by handling all interactions with discretion.
• Troubleshoot complex hardware, software, and connectivity problems, including VPN, Wi-Fi, and LAN/WAN using structured methodologies.
• Support Android and Apple iOS device management, including operating system reinstallation and required use of ADB tools.
• Identify, document, and communicate technical issues with enough detail to enable efficient escalation and resolution.
• Apply working knowledge of TCP/IP, DNS, and Active Directory to systematically address network and user access challenges.
• Manage end-to-end PC provisioning, including hardware setup, software installation, and peripheral configuration.
• Maintain and troubleshoot printers (network and standalone), handheld scanners, label printers, and other ruggedized warehouse equipment.
• Follow Fanatics operating procedures for computer networking and information systems, including safety regulations when using ladders or power industrial equipment.
• Use data and digital tools to improve efficiency, quality, and outcomes, including applying AI and new technologies to support innovation and continuous improvement.

What you bring

• 1 to 3 years of experience in a technical support role, with demonstrated ability to troubleshoot and resolve PC, Mac, and peripheral hardware and software issues.
• Strong working knowledge of Windows OS, Mac OS, MS Office, and Google Workspace, plus hands-on support experience with tools including Zoom, Cisco AnyConnect, Box, and Adobe Creative Cloud.
• Solid networking understanding, including TCP/IP, DNS, LAN, WAN, and VPN, with the ability to diagnose and explain connectivity issues clearly.
• Experience supporting Android and Apple iOS devices, including mobile device management platforms such as SOTI MobiControl.
• Proficiency with ITSM platforms (experience with ServiceNow preferred).
• Familiarity with running and terminating Cat6 network cabling is a plus.
• Excellent verbal and written communication, strong analytical skills, and a calm, composed approach in fast-moving environments.
• Physical ability to lift computer equipment including monitors and printers up to 60 lbs, plus willingness to travel occasionally to remote locations and work within warehouse environments.

Work location

• On-site: Tampa, FL