Analyst Technical Support

Academy Sports + Outdoors • Katy, TX

1d • Onsite

About The Position

Academy Sports + Outdoors is seeking an Analyst Technical Support. The company's vision is to be the best sports + outdoors retailer in the country, driven by a passionate, purpose-driven team committed to each other and their customers. With over 80 years of history, Academy fosters a culture that prioritizes people, offering opportunities for growth, meaningful connections, and support for every Team Member. The company believes in the power of fun and aims to create engaging experiences for both customers and team members. Academy Sports + Outdoors is one of the nation’s largest sporting goods and outdoor retailers, with more than 22,000 team members, and prides itself on a workplace environment that values hard work, commitment, and growth.

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

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: Mid Level
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees