Retail IT Helpdesk Analyst II – POS & Escalations

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

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.