The IT Administrator is responsible for ensuring the stability, performance, and security of the organization’s IT infrastructure. This includes maintaining and configuring computer systems, network hardware, and virtualization environments. The role provides technical support to end-users, ensures system uptime, and actively contributes to IT projects aimed at improving operational efficiency and service delivery.

 

GENERAL DUTIES AND RESPONSIBILITIES:

Install, configure, and maintain servers, networks, and endpoint systems (Windows and macOS).

Perform software installations, diagnostics, and repairs for both PC and Mac environments. 

Troubleshoot and resolve technical issues across hardware, software, and network layers.

Network Analysis and Troubleshooting. 

Principles and practices of ITIL standards. 

Work cooperatively with users to provide basic direction and instruction with computer applications and systems. 

Maintain confidential data and information. 

Analyze problems; identify alternative solutions, project consequences of proposed actions. 

Communicate clearly and concisely, both orally and in writing. 

Analyze situations carefully and adopt effective courses of action. 

Exercise good judgment, flexibility, creativity, and sensitivity in response to changing situations and needs. 

Manage IT assets and maintain accurate inventory records.

Ensure compliance with and follow standard practices and procedures common to computer networking and information systems work. 

Collaborate effectively with users in both warehouse production, retail stores and corporate office environments. 

Handle escalated support requests from Level 1 analysts

 

QUALIFICATIONS\REQUIREMENTS: 

Associate’s or Bachelor’s degree in Information Technology, Computer Science, or related field.

3+ years of experience in IT support or system administration.

Demonstrates fluency in spoken and written English.
 

GENERAL KNOWLEDGE, SKILLS AND ABILITIES:  

Excellent verbal and written communication skills  

Experience with handheld scanners, label printers, and other ruggedized equipment is a plus.  

Experience ServiceNow (SNOW) to track, manage, and resolve technical issues and service requests.

Experience Jira to plan, track, and manage tasks and projects.

Proficiency in Intune, SharePoint, and Microsoft 365 products

Experience with network troubleshooting and hardware maintenance.

Experience in troubleshooting OSI model issues  

Experience using PowerShell

Strong knowledge of Macintosh OS, Windows OS and MS Office products  

Strong troubleshooting skills  

Ability to stay calm in stressful situations, especially when dealing with demanding customers and/or upper management  

Ability to handle multiple competing priorities  

Ability to work with minimal supervision  

Ability to use discretion and confidentiality with access to sensitive data

Ability to lift computer equipment, including monitors and printers, which may weigh up to 60 lbs.  

Experience troubleshooting and resolving WAN/LAN print related issues  

Networking: TCP/IP, DNS, DHCP, VPN, VLANs, routing and switching, network segmentation

Experience with VMware vSphere/ESXi, Microsoft Hyper-V

A strong dedication to quality customer service.  

Good analytical skills, attention to detail, consistent follow-through to assure problems are resolved, and ability to respond to last-minute requests.   

Responsible for all aspects of end-user PC provisioning, including setup of hardware, software, and peripherals.  

Diagnoses and resolves end-user network, VPN, WI-FI and local-area network access problems.  

Create and maintain technical documentation including procedures, configurations, and knowledge base articles 

Provides assistance in installing switches, routers, and other network devices.

C-Lever or Executive staff is a plus. 

Ability to travel to any of the Fanatics offices as and when required

Ability to provide on-call and weekend support, as required by business needs