L2 Helpdesk Analyst: POS & IT Support

Hibbett; Birmingham (AL); On-site; USD 55,000 - 75,000; Full time

Job summary

Hibbett is seeking an Analyst, Helpdesk L2 in Birmingham, AL to provide front-line and escalation support for hardware, software, and procedures across the store and corporate systems.

You will troubleshoot, document incidents, train junior staff, and contribute to process improvements. The role requires retail IT experience, ServiceNow, Oracle Xstore, and SharePoint proficiency, with after-hours/on-call responsibilities.

Qualifications

• Three to five years of information technology experience in a helpdesk role.
• Experience with ServiceNow.
• Experience with Oracle Xstore.
• Experience with Microsoft SharePoint.
• Experience working for a retail company.
• Strong time management and attention to detail.

Responsibilities

• Provides support and troubleshooting for hardware, software, and connectivity.
• Escalates issues from calls and tickets and guides issue resolution.
• Assists stores and the store support system with troubleshooting.
• Helps train the helpdesk analyst team.
• Documents work activities in the ticketing system.
• Protects assets and information through internal controls.
• On-call duties after hours and weekends.

Skills

IT Helpdesk experience

Retail IT experience

ServiceNow

Oracle Xstore

Microsoft SharePoint

Tools

ServiceNow

Oracle Xstore

Microsoft SharePoint

Job description

Hibbett is seeking an Analyst, Helpdesk L2 in Birmingham, AL to provide front-line and escalation support for hardware, software, and procedures across the store and corporate systems.

You will troubleshoot, document incidents, train junior staff, and contribute to process improvements. The role requires retail IT experience, ServiceNow, Oracle Xstore, and SharePoint proficiency, with after-hours/on-call responsibilities.