Analyst Technical Support

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.

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

Full time

Equal Employment Opportunity

Academy is an Equal Opportunity Employer and does not discriminate with regard to employment opportunities or practices on the basis of race, religion, national origin, sex, age, disability, gender identity, sexual orientation, or any other category protected by law. ​