AV/IT Systems Analyst

At Fanatics, we bring our BOLD Leadership Principles to life every day—building championship teams, obsessing over fans, acting with limitless entrepreneurial spirit, and delivering with a determined and relentless mindset.

As we continue to scale our global platform, the AV/IT Systems Analyst, Support Technology will play a critical role in delivering white-glove executive support and flawless live town halls.

ROLE OVERVIEW

The AV/IT Systems Analyst joins the Support Technology team on-site in Redwood City, California, delivering responsive, white-glove technical support to internal users, with a primary focus on the executive leadership team (C-Suite). This role also serves as a core member of the audiovisual (AV) and live event production team, owning the technical setup and execution of monthly company town halls and department-wide all-hands events. The ideal candidate pairs strong IT fundamentals with a calm, professional presence, sharp communication skills, and hands-on live-production experience. The AV/IT Systems Analyst, Support Technology delivers business and fan impact through BOLD leadership and execution excellence, leveraging data, automation, and AI-enabled insights.

HOW WILL YOU DRIVE IMPACT

Success is measured by the ability to deliver results through BOLD capabilities and measurable outcomes.

Team & Leadership Impact (Build Championship Teams)

• Build trusted relationships with senior leaders, their assistants, and their teams, acting as a reliable, judgment-driven partner in high-pressure situations
• Collaborate with other IT teams to identify and implement process improvements and best practices
• Provide training and guidance to peers and users on basic IT procedures and best practices, and assist the Service Desk team with phone queue support as needed

Fan & Customer Impact (Obsessed with Fans)

• Serve as the primary technical point of contact for the C-Suite, delivering discreet, responsive support across laptops, mobile devices, conferencing, and business applications
• Anticipate executive needs and proactively prepare technology for meetings, presentations, travel, and high-visibility events
• Keep executive conference rooms, video conferencing systems, and presentation equipment meeting-ready and rehearsed ahead of key sessions
• Deliver reliable, high-quality livestream and in-room experiences for remote and global employees at every town hall

Innovation & Problem Solving (Limitless Entrepreneurial Spirit)

• Independently diagnose and resolve complex hardware, software, and network issues through systematic root cause analysis rather than reliance on step-by-step runbooks
• Write and execute PowerShell scripts to automate repetitive tasks, perform bulk user management, and gather system diagnostics
• Troubleshoot complex VPN, networking, mailbox, shared drive, and application access issues using available diagnostic tools and independent investigation
• Stay current with emerging technologies and trends across IT and AV / live production, recommending equipment upgrades where valuable

Ownership & Execution (Determined & Relentless Mindset)

• Own the end-to-end technical production of monthly town halls and all-hands events, from planning and load-in through live execution and teardown
• Run full technical rehearsals and dry runs, and troubleshoot AV, streaming, and networking issues in real time without disrupting the live audience
• Take ownership of every issue from start to successful resolution, documenting interactions and resolution steps in the internal ticketing system
• Exhaustively investigate issues before escalating, and provide thorough documentation of steps taken, findings, and root cause analysis when escalation is warranted

AI & DIGITAL CAPABILITY

We are building a future-ready organization. This role is expected to:

• Apply AI and technology to improve efficiency, quality, and outcomes
• Use data and digital tools to inform decisions and enhance performance
• Demonstrate curiosity and adaptability in adopting new technologies and ways of working
• Contribute to a culture of innovation and continuous improvement

CAPABILITIES & EXPERIENCE YOU BRING

Required Qualifications:

• 5 years of experience in a technical support role, preferably in a corporate environment, including direct experience supporting executives or VIPs
• Demonstrated, hands-on experience with live event AV production, including audio mixers, stage lighting, multi-camera PTZ systems, video switching, video walls, and live streaming / broadcast platforms (a core requirement of the role)
• Strong knowledge of Windows and macOS, JAMF, Microsoft 365, Azure Active Directory, Microsoft Exchange Admin Center, and Microsoft Intune / Endpoint Manager, with hands-on Active Directory and Azure AD administration
• Strong networking knowledge, including TCP/IP, DNS, DHCP, VPN, and troubleshooting, with attention to bandwidth and reliability for live streaming
• Proficiency in writing PowerShell scripts from scratch for user management, system diagnostics, and automation
• Exceptional communication and customer-service skills, with discretion, professionalism, and confidentiality when supporting senior executives in high-pressure situations
• Ability to work fully independently as the sole support contact in the Redwood City office, lift up to 50 lbs, use ladders, set up and tear down staging and production gear, and work flexible hours (early mornings and evenings) around town halls and executive events. Certifications such as CompTIA A+, Network+, JAMF 100, MS-900, AZ-900, MD-102 are a plus; AVIXA CTS is a strong plus

Education:

• High school diploma or equivalent required; Bachelor's degree in Information Technology or a related field preferred

WORK LOCATION

On-site: Your work location will be onsite in Redwood City, CA.