Helpdesk Analyst, L2

Hibbett, Inc.; United States; On-site; USD 52,000 - 76,000; Full time

Job summary

Hibbett, Inc. in the Store Support Center is seeking an Analyst, Helpdesk L2 to provide front line support for hardware, software, and procedures.

You will escalate complex issues from Level 1 analysts and guide quick resolutions to keep stores and applications functioning smoothly. Responsibilities include troubleshooting, configuring connectivity, assisting in training, developing processes, and participating in IT projects.

Qualifications

• Three to five years of experience in information technology, specifically working for a helpdesk, assisting with hardware and software troubleshooting.
• Experience with ServiceNow, Oracle Xstore, and SharePoint, plus familiarity with retail IT environments.

Responsibilities

• Provides support, troubleshooting, set up connectivity between systems, components, and applications.
• Assists in escalated issues from calls and tickets, helps stores and the store support system with troubleshooting.
• Helps manage and train the helpdesk analyst team.
• Develops and implements policies and procedures to the helpdesk and ensures information is up to date.
• Tests POS software and internal PC software to ensure hardware/software run efficiently for stores.

Skills

Helpdesk experience

Troubleshooting

Time management

Tools

ServiceNow

Oracle Xstore

Microsoft SharePoint

Job description

HB: 00015 Store Support Center

R301US Hibbett Retail, Inc.
Job Title: Analyst, Helpdesk L2

Department: IT

FLSA Status: Non-Exempt

Reports To: Senior Manager, IT Store & Corporate Support

SUMMARY

The Analyst, Helpdesk L2 provides support to user community on hardware, software, and procedure-related problems, questions, and use. Acts as a point of escalation for level 1 analyst to provide a stable escalation path to ensure swift resolutions to issues and problems. Provides front line support and troubleshooting. Ensures the daily functionality of the company’s technology systems.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provides support, troubleshooting, set up connectivity between systems, components, and applications.
• Provides problem resolution to users, walks them through a series of steps to determine problems, and classifies the level, priority, and nature of problems.
• Assists in escalated issues from calls and tickets, helps stores and the store support system with troubleshooting issues related to hardware and software, ensuring technology is running smoothly.
• Helps manage and train the helpdesk analyst team.
• Actively assists other agents, ensures that there is proper communication related to active issues and problems to expedite resolution of known issues.
• Develops and implements policies and procedures to the helpdesk, ensures information communicated to helpdesk analysts are accurate and up to date.
• Manages repair and tracking of POS equipment, purchasing, and reporting.
• Assist in the development of database scripts to address POS issues.
• Provides input on future process flows to management. Provides information and updates to the helpdesk.
• Assists with various IT projects and initiatives as needed.
• Instructs and guides personnel on correct procedures for certain IT processes. Instructs users in use of equipment, software, and manuals.
• Identifies trends impacting different operations and make recommendations for remediation.
• Tests POS software and internal PC software, ensures software and hardware is running effectively and efficiently for stores and the store support center.
• Escalates issues and communicate with appropriate departments for problem resolution.
• Contributes technical solutions to knowledge base. Documents work activities in the ticketing system.
• Protects the company’s assets and financial information by ensuring the accuracy and effectiveness of internal control procedures and informing management and/or appropriate officials of potential fraud risk.
• On call duties: After hours and weekends.

SUPERVISORY RESPONSIBILITIES

• No supervisory responsibilities. The Analyst, Helpdesk 2 does help train and guide other on their team in best practices and project completion.

QUALIFICATIONS

• Three - five years of experience in information technology, specifically working for a helpdesk, assisting with hardware and software troubleshooting.
• ServiceNow experience.
• Experience working with Oracle Xstore.
• Experience working with Microsoft SharePoint.
• Experience working for a retail company.
• Strong time management and attention to detail skills.

Hibbett’s Privacy Policy