Helpdesk Analyst, L2

R301US Hibbett Retail, Inc.; United States; On-site; USD 65,000 - 90,000; Full time

Job summary

R301US Hibbett Retail, Inc. is seeking an Analyst, Helpdesk L2 to provide front line support for hardware, software, and procedures.

This role serves as a pivotal escalation point for level 1 analysts, ensuring swift resolutions and stable IT operations across stores and the corporate center. The successful candidate will handle troubleshooting, system connectivity, and incident documentation, while assisting in training the helpdesk team and contributing to knowledge base improvements.

Qualifications

• Three - five years of experience in information technology, specifically working for a helpdesk, assisting with hardware and software troubleshooting.
• Strong time management and attention to detail skills.

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.
• Instructs and guides personnel on correct procedures for certain IT processes.
• Documents work activities in the ticketing system.

Skills

Time management

Attention to detail

Customer service

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.
• Assist 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 Candidates will have an option during the application process to withdraw their application prior to completion of the application. Throughout this online job application process, you will be asked to provide personal information about yourself. Please review Hibbett’s Privacy Policy to understand how the information you provide will be utilized and safeguarded. Further, I consent to the use of the same as my Electronic Agreement for purposes hereof. I acknowledge that I have a right to withdraw such consent at any time by contacting Hibbett.

Hibbett, headquartered in Birmingham, Alabama, is a leading athletic-inspired fashion retailer with more than 1,100 stores under the Hibbett banner, primarily located in small and mid-sized communities. Founded in 1945, Hibbett has a rich history of convenient locations, personalized customer service and access to coveted footwear, apparel and equipment from top brands like Nike, Jordan, Adidas, and Under Armour. Consumers can browse styles, find new releases, shop looks and make purchases online or in their nearest store by visiting www.hibbett.com.