Analyst Technical Support

Academy Sports + Outdoors-posted 2 months ago
Full-time • Entry Level
Katy, TX
5,001-10,000 employees
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Come work at a place where we take pride in creating a workplace environment that values hard work, commitment, and growth. 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.

  • 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
  • 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
  • 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
  • Bachelor’s degree in a related field preferred
  • Certifications: MCSA, CCENT, A+ Certification, Network+, MSDST Certification(s) preferred
  • ITIL/ITSM training and certification preferred
  • Analytical with strong problem-solving abilities and creative resolution skills
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