Analyst Technical Support

Academy Sports

1d • Onsite

About The Position

As a Technical Support Analyst, you’ll provide 24/7 first- and second-level support for our retail stores—troubleshooting Windows, iOS, and Android devices, managing incidents in ServiceNow, and escalating critical issues. Your analytical mindset, clear communication, and drive for process improvement will keep our stores online, productive, and delivering outstanding customer experiences. Job Description: Education High school diploma or equivalent required Bachelor’s degree in a related field preferred Certifications: MCSA, CCENT, A+ Certification, Network+, MSDST Certification(s) preferred ITIL/ITSM training and certification preferred Work Experiences 3+ years prior systems support experience, which includes extensive hands-on troubleshooting of hardware and software issues Experience with current Windows operating systems required Experience with incident management, problem management, and request fulfillment using ServiceNow and/or other enterprise-level ticketing systems Skills: Analytical with strong problem-solving abilities and creative resolution skills Ability to effectively communicate with all levels of the organization Highly organized and detail-oriented Ability to work independently, as well as effectively contribute to a team environment Ability to prioritize workload, meet multiple deadlines simultaneously in a fast-paced, frequently changing environment Possess the skills to assist the end user remotely, utilizing strong verbal communication techniques Ability to define processes and identify possible improvements Responsibilities: Answer calls and provide first and second-level support for stores, 24 hrs a day, 7 days a week, and escalate calls as necessary Provide prompt, friendly customer service, and interact with peers and management with a positive and professional attitude Define and prioritize day-to-day incidents and requests Understand the needs of the internal IT department and internal clients within the company, and act as a technical liaison for nontechnical end users Responsible for the troubleshooting, maintenance, and administration of Windows, iOS, and Android-based hardware Understand the implications and importance of omnichannel support going into the stores Identify evolving user requirements and problems; investigate options and recommend solutions Develop a thorough understanding of Academy policies, procedures, and safety rules Duties may change; associates may be required to perform other duties as assigned Physical Requirements & Attendance Acceptable level of hearing and vision to perform job duties Adhere to company work hours, policies, procedures, and rules governing professional staff behavior Regular attendance in the office is required Up to 10% travel, as needed The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Physical demands and requirements include: Ability to lift up to 30 pounds

Requirements

• High school diploma or equivalent required
• 3+ years prior systems support experience, which includes extensive hands-on troubleshooting of hardware and software issues
• Experience with current Windows operating systems required
• Experience with incident management, problem management, and request fulfillment using ServiceNow and/or other enterprise-level ticketing systems
• Analytical with strong problem-solving abilities and creative resolution skills
• Ability to effectively communicate with all levels of the organization
• Highly organized and detail-oriented
• Ability to work independently, as well as effectively contribute to a team environment
• Ability to prioritize workload, meet multiple deadlines simultaneously in a fast-paced, frequently changing environment
• Possess the skills to assist the end user remotely, utilizing strong verbal communication techniques
• Ability to define processes and identify possible improvements
• Acceptable level of hearing and vision to perform job duties
• Adhere to company work hours, policies, procedures, and rules governing professional staff behavior
• Regular attendance in the office is required
• Ability to lift up to 30 pounds

Nice To Haves

• Bachelor’s degree in a related field preferred
• Certifications: MCSA, CCENT, A+ Certification, Network+, MSDST Certification(s) preferred
• ITIL/ITSM training and certification preferred

Responsibilities

• Answer calls and provide first and second-level support for stores, 24 hrs a day, 7 days a week, and escalate calls as necessary
• Provide prompt, friendly customer service, and interact with peers and management with a positive and professional attitude
• Define and prioritize day-to-day incidents and requests
• Understand the needs of the internal IT department and internal clients within the company, and act as a technical liaison for nontechnical end users
• Responsible for the troubleshooting, maintenance, and administration of Windows, iOS, and Android-based hardware
• Understand the implications and importance of omnichannel support going into the stores
• Identify evolving user requirements and problems; investigate options and recommend solutions
• Develop a thorough understanding of Academy policies, procedures, and safety rules
• Duties may change; associates may be required to perform other duties as assigned

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees