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 requiredBachelor’s degree in a related field preferredCertifications: MCSA, CCENT, A+ Certification, Network+, MSDST Certification(s) preferredITIL/ITSM training and certification preferred

Work Experiences

3+ years prior systems support experience, which includes extensive hands-on troubleshooting of hardware and software issuesExperience with current Windows operating systems requiredExperience 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 skillsAbility to effectively communicate with all levels of the organizationHighly organized and detail-orientedAbility to work independently, as well as effectively contribute to a team environmentAbility to prioritize workload, meet multiple deadlines simultaneously in a fast-paced, frequently changing environmentPossess the skills to assist the end user remotely, utilizing strong verbal communication techniquesAbility 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 necessaryProvide prompt, friendly customer service, and interact with peers and management with a positive and professional attitudeDefine and prioritize day-to-day incidents and requestsUnderstand the needs of the internal IT department and internal clients within the company, and act as a technical liaison for nontechnical end usersResponsible for the troubleshooting, maintenance, and administration of Windows, iOS, and Android-based hardwareUnderstand the implications and importance of omnichannel support going into the storesIdentify evolving user requirements and problems; investigate options and recommend solutionsDevelop a thorough understanding of Academy policies, procedures, and safety rulesDuties may change; associates may be required to perform other duties as assigned

Physical Requirements & Attendance

Acceptable level of hearing and vision to perform job dutiesAdhere to company work hours, policies, procedures, and rules governing professional staff behaviorRegular attendance in the office is requiredUp to 10% travel, as neededThe 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.​