IT Helpdesk L2 Analyst — Retail POS & Systems Support

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

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.