Analyst Technical Support

Who We Are At Academy Sports + Outdoors our vision is to be the best sports + outdoors retailer in the country — but what truly sets us apart is our people. We're a passionate, purpose-driven team that's as committed to each other as we are to our customers. We've spent over 80 years building a culture that puts people first. We believe in creating opportunities for growth, fostering meaningful connections, and supporting every Team Member's journey. What fuels us? Our belief in the power of fun. Here, you won't just help customers gear up for their next adventure — you'll launch one of your own. Whether you're starting out or leveling up, Academy is a place where fun can't lose! 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 Work Experiences 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

Skills:

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

Responsibilities:

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 Physical Requirements & Attendance 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. Academy® Sports + Outdoors is one of the nation's largest sporting goods and outdoor retailers. It's no surprise that we not only know how to create experiences for our customers, but for our team members as well. Understanding our people and the things that matter to them the most has been at the core of the Academy® culture for over 80 years. With more than 22,000 team members, we take pride in creating a workplace environment that values hard work, commitment, and growth.