What are the responsibilities and job description for the Analyst Technical Support position at Lensa?
Lensa is a career site that helps job seekers find great jobs in the US. We are not a staffing firm or agency. Lensa does not hire directly for these jobs, but promotes jobs on LinkedIn on behalf of its direct clients, recruitment ad agencies, and marketing partners. Lensa partners with DirectEmployers to promote this job for Academy Sports Outdoors. Clicking "Apply Now" or "Read more" on Lensa redirects you to the job board/employer site. Any information collected there is subject to their terms and privacy notice.
Come work at a place where we take pride in creating a workplace environment that values hard work, commitment, and growth .
As a Technical Support Analyst, you’ll provide 24/7 first- and second-level support for our retail stores—troubleshooting Windows, iOS, and Android devices, managing incidents in ServiceNow, and escalating critical issues. Your analytical mindset, clear communication, and drive for process improvement will keep our stores online, productive, and delivering outstanding customer experiences.
Job Description
Education
Equal Employment Opportunity
Academy is an Equal Opportunity Employer and does not discriminate with regard to employment opportunities or practices on the basis of race, religion, national origin, sex, age, disability, gender identity, sexual orientation, or any other category protected by law.
If you have questions about this posting, please contact support@lensa.com
Come work at a place where we take pride in creating a workplace environment that values hard work, commitment, and growth .
As a Technical Support Analyst, you’ll provide 24/7 first- and second-level support for our retail stores—troubleshooting Windows, iOS, and Android devices, managing incidents in ServiceNow, and escalating critical issues. Your analytical mindset, clear communication, and drive for process improvement will keep our stores online, productive, and delivering outstanding customer experiences.
Job Description
Education
- High school diploma or equivalent required
- Bachelor’s degree in a related field preferred
- Certifications: MCSA, CCENT, A Certification, Network , MSDST Certification(s) preferred
- ITIL/ITSM training and certification preferred
- 3 years prior systems support experience, which includes extensive hands-on troubleshooting of hardware and software issues
- Experience with current Windows operating systems required
- Experience with incident management, problem management, and request fulfillment using ServiceNow and/or other enterprise-level ticketing systems
- Analytical with strong problem-solving abilities and creative resolution skills
- Ability to effectively communicate with all levels of the organization
- Highly organized and detail-oriented
- Ability to work independently, as well as effectively contribute to a team environment
- Ability to prioritize workload, meet multiple deadlines simultaneously in a fast-paced, frequently changing environment
- Possess the skills to assist the end user remotely, utilizing strong verbal communication techniques
- Ability to define processes and identify possible improvements
- Answer calls and provide first and second-level support for stores, 24 hrs a day, 7 days a week, and escalate calls as necessary
- Provide prompt, friendly customer service, and interact with peers and management with a positive and professional attitude
- Define and prioritize day-to-day incidents and requests
- Understand the needs of the internal IT department and internal clients within the company, and act as a technical liaison for nontechnical end users
- Responsible for the troubleshooting, maintenance, and administration of Windows, iOS, and Android-based hardware
- Understand the implications and importance of omnichannel support going into the stores
- Identify evolving user requirements and problems; investigate options and recommend solutions
- Develop a thorough understanding of Academy policies, procedures, and safety rules
- Duties may change; associates may be required to perform other duties as assigned
- Acceptable level of hearing and vision to perform job duties
- Adhere to company work hours, policies, procedures, and rules governing professional staff behavior
- Regular attendance in the office is required
- Up to 10% travel, as needed
- The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Physical demands and requirements include: Ability to lift up to 30 pounds
Equal Employment Opportunity
Academy is an Equal Opportunity Employer and does not discriminate with regard to employment opportunities or practices on the basis of race, religion, national origin, sex, age, disability, gender identity, sexual orientation, or any other category protected by law.
If you have questions about this posting, please contact support@lensa.com