technical support analyst

Capgemini

<div><div><div><p>Cairo</p><div>
Turkish Technical Support Analyst</div><p>
</p></div></div><div></div><div><div><div><div><div><div><div><div><div>Job Description</div></div><div>
Provides IT support to customers regarding technical issues related to everyday usage of their Digital Workplace. In order to provide the high-quality standard service to customers, Service Desk Analysts analyzes and resolves most common enquiries and cooperates with IT specialist team to deal with more complex issues.</div></div><div><div><div>
Job Description - Grade Specific</div></div><div>
Provides the IT support to customers regarding technical issues related to everyday usage of a computerService Desk Analyst analyzes and resolves most common enquiries and cooperates with IT specialist team to deal with more complex issues.
</div></div></div></div></div><div><div><div><div><div>Ref. code</div><div>
372976-en_US</div></div><div><div>
Posted on</div><div>
03 Dec 2025</div></div><div><div>
Experience level</div><div>
Experienced Professionals</div></div><div><div>
Contract type</div><div>
Permanent</div></div><div><div>
Location</div><div>
Cairo</div></div><div><div>
Business unit</div><div>
Cloud Infrastructure Services</div></div><div><div>
Brand</div><div>
Capgemini</div></div><div><div>
Professional communities</div><div>
Cloud Infrastructure Management</div></div></div></div></div></div></div></div></div><p></p>

Turkish Technical Support Analyst

Metropolitan Transportation Authority

<div><div><div><div><b>Job ID:</b> 14044</div>
<div><b>Business Unit:</b> MTA Headquarters</div>
<div><b>Location:</b> New York, NY, United States</div>
</div><div><div><b>Regular/Temporary:</b> Regular</div>
<div><b>Department:</b> IT Client Support</div>
<div><b>Date Posted:</b> Dec 23, 2025</div>
</div></div><div><p><b>Description</b>
</p><div><div><div>JOB TITLE: Technical Support Analyst Levels 1-2</div><div>
SALARY RANGE: Level 1 $58,963 - $84,233</div><div>
 Level 2 $64,859 - $92,656</div><div>
DEPT/DIV: Information Technology</div><div>
SUPERVISOR: Manager, IT Client Support C</div><div>
LOCATION: 2 Broadway</div><div>
HOURS OF WORK: 9:00 am - 5:30 pm (7.5 hours/day) or as required</div><div></div><div><b><i><br>
This position is</i></b><b><i> not</i></b><b><i> eligible for telework</i></b><b><i>.</i></b></div><div></div><div><b><br>
Summary:</b></div><div></div><p><br>
The primary purpose of this position is to provide technical support to clients who use computer hardware, software, telecommunications, and technology services as part of their MTA work responsibilities so that these clients can successfully and reliably utilize the technology necessary for them to perform their assigned duties.
</p><p>This technical support includes, but is not limited to, the following: desktop computers, phones/phone services, mobile devices &ndash; phones/phone services, tablets, laptops, etc., and related devices, as well as printers and other peripheral devices and accessories, software installed, software accessed, voice and data communications, and related central support systems.</p><p>
The goal is that a Technical Support Analyst can and will provide seamless integrated technical support service to the client across all of these platforms and services.</p><div></div><div><b><br>
Responsibilities</b><b> / Accountabilities</b><b>:</b></div><div></div><p><b><br>
Level 1:</b></p><ul><li>
Provide technical support services to clients at MTA sites and in remote locations, including, but not limited to:<ul><li>
Preparation and installation of hardware devices, software, apps, and files, and connection to data, voice, and mobile networks as required</li><li>
Update, upgrade, and replacement of hardware devices and software</li><li>
Installation of and connection to software, apps, and files, and upgrade of and connection to software, apps, and files</li><li>
Reassignment of hardware devices and connection to networks as required</li><li>
Relocation of hardware devices and connection to networks as required</li><li>
Coordination for the setup of users with appropriate access to hardware devices, software, apps, files, systems, and networks, etc.</li><li>
Provision of maintenance services on hardware devices and software</li><li>
Other requests are designed to provide the necessary systems access to the client</li></ul></li><li>
This includes all necessary tasks for deployment so that the client can use the hardware devices as intended, with full operational access to the requested service(s). Deployment encompasses all the processes involved in getting new software or hardware up and running properly in its environment, including installation, configuration, running, testing, and making necessary changes.<ul><li>
Such technical support services can be delivered in person, on-site at any MTA-designated location, or remotely, to MTA clients for any MTA organization, unit, group, or project.</li><li>
Respond to reported incidents and troubleshoot and resolve issues with hardware devices, software, access, and connectivity
</li><li>Perform technical support services on project-related work such as hardware devices and software, systems implementations, set-up of new sites, etc.
</li><li>Provide second-level support for IT-related technical problems and services. This includes issues not resolvable at the Level 1 and provides in-depth technical support, and, where necessary, basic product and service support.</li><li>
Access, enter, and maintain MTA data on various vendor portals (such as those used by wireless vendors, hardware device vendors, software/apps vendors, etc.), necessary to provide access, track progress, and record service to MTA users</li><li>
Utilize administration and related tools (such as ARS, and AirWatch management portal to manage mobile passwords and accounts) necessary to complete a service request, resolve an incident, complete a project task, etc.</li><li>
Maintain departmental records in a timely and accurate manner for all services provided in accordance with MTA policies and procedures when deploying, installing, maintaining, servicing, and deinstalling IT assets, utilizing systems as identified by the MTA. This includes system entry of all incident, service request, and project data in accordance with IT requirements.</li><li>
Participate in the evaluation of new products and technologies.</li></ul></li></ul><p><b>
Level 2:</b></p><p>
Same as Level 1, with the following additional responsibilities:</p><ul><li>
Prepare documentation necessary to assist user clients and IT staff for items in the unit's area of responsibility. This includes such items as help files, &quot;how-to&quot; videos, service alerts, etc.
</li><li>Evaluate non-standard user requests and requirements and recommend effective technological solutions.</li><li>
Guide less senior staff in the performance of their tasks.</li></ul><p><b>
Required Qualifications:</b></p><p><b>
Level 1:</b></p><ul><li>
Associate degree in Computer Science, Information Technology, or related discipline. An equivalent combination of experience and education may be considered in lieu of a degree.
</li><li>Must possess basic knowledge and familiarity with installing, maintaining, and troubleshooting user resources, including, but not limited to, operating system software, MS Office suite, commercial off the shelf software and apps, desktops, laptops, mobile devices, phones, tablets, multi-function printers, internet technologies, remote access solutions, and all commonly used peripherals and accessories</li><li>
Ability to troubleshoot and support technical issues both remotely and on-site using standard MTA tools and techniques.
</li><li>Experience with and understanding of ServiceNow or similar ITIL-based ITSM (IT Service Management) systems preferred</li><li>
Ability to read and understand schematic diagrams, technical manuals, and documentation such that supported equipment and software can be maintained with minimal training.</li><li>
Must be skilled in personal computer and mobile phone usage, including Microsoft Office Suite (Word, Excel, PowerPoint, etc.), email, texting, video communications, etc.</li><li>
Strong oral and written communication skills.</li><li>
Strong analytical skills.</li><li>
Strong people skills.</li><li>
Must be able to move and lift up to 25 lbs. of equipment such as monitors, keyboards, CPUs, printers, laptops, firewalls, switches, and other technology devices etc.</li><li>
Must possess a valid driver's license.</li></ul><p><b>
Level 2:</b></p><p>
Same as Level 1, with the following additional responsibilities:</p><ul><li>
Associate degree in Computer Science, Information Technology, or related discipline. An equivalent combination of experience and education may be considered in lieu of a degree.
</li><li>Must possess a minimum of 2 years&rsquo; experience providing direct IT technical support to IT users by installing, maintaining and supporting user devices (e.g. desktop, mobile, etc.), software/apps, peripheral devices, and accessories and related technologies, and/or voice and/or data telecommunications technologies and network resources and protocols, or a Bachelor&rsquo;s Degree in Computer Science or related fields.
</li><li>Proven knowledge and familiarity with installing, maintaining, and troubleshooting user resources, including, but not limited to, operating system software, MS Office suite, commercial off the shelf software and apps, desktops, laptops, mobile devices, phones, tablets, multi-function printers, internet technologies, remote access solutions, and all commonly used</li></ul><p><b><i>
OTHER INFORMATION:</i></b></p><p><i>
This is a resume-based position in the collective bargaining unit represented by the Transportation Communications Union (TCU) and</i><i> </i><i>will be governed by the terms of the associated TCU collective bargaining agreement for IT employees.</i><i> </i><i>As such, candidates selected for this position will be represented by TCU and be on the MTA payroll.</i><i> </i><i>In addition, candidates selected may be required to work at any MTA Agency location.</i></p><p><i>
Pursuant to the New York State Public Officers Law &amp; the MTA Code of Ethics, all employees who hold a policymaking position must file an Annual Statement of Financial Disclosure (FDS) with the NYS Commission on Ethics and Lobbying in Government (the &ldquo;Commission&rdquo;).</i></p><p><b><i>
Equal Employment Opportunity</i></b></p><p><i>
MTA and its subsidiary and affiliated agencies are Equal Opportunity Employers, including with respect to veteran status and individuals with disabilities.</i></p><p><i>
The MTA encourages qualified applicants from diverse backgrounds, experiences, and abilities, including military service members, to apply.</i></p></div></div></div></div><div></div>

Technical Support Analyst Levels 1-2

Zapcom Group

<div><div><h3 class="jobSectionHeader"><b>Job Information</b></h3>
<ul><div><p>Date Opened</p>
<div><b>12/22/2025</b><b>
</b></div></div><div><p>Job Type</p>
<div><b>Full time</b><b>
</b></div></div><div><p>Industry</p>
<div><b>IT Services</b><b>
</b></div></div><div><p>City</p>
<div><b>Mumbai</b><b>
</b></div></div><div><p>State/Province</p>
<div><b>Maharastra</b><b>
</b></div></div><div><p>Country</p>
<div><b>India</b><b>
</b></div></div><div><p>Zip/Postal Code</p>
<div><b>400001</b><b>
</b></div></div></ul></div><div><h3 class="jobSectionHeader"><b>Job Description</b></h3>
<div><p><b>Roles and Responsibilities</b><b>:</b></p><ul><li><br>
 Ensure positive relations between RMS and its customers</li><li><br>
 Monitor customer processing, troubleshoot and resolve issues</li><li><br>
 Communicating with software Development staff</li><li><br>
 Answer customer questions about the systems in a timely manner</li><li><br>
 Be knowledgeable about new features and planned development</li><li><br>
 Maintain and update user manuals and documentation</li><li><br>
 Travel to customer locations (up to 5% of working hours).Other duties may be assigned as needed.</li></ul><p></p><p><b><br>
Qualifications</b></p><ul><li><br>
 Must have prior support experience of Revenue management System in an airline or any Revenue Management software</li><li><br>
 Exceptional telephone, email and customer service skills</li><li><br>
 Time management and self-direction skills</li><li><br>
 Able to work independently and initiate action</li><li><br>
 Computer knowledge: CPU, RAM, storage, folders, internet connection</li><li><br>
 Read, write and speak English</li><li><br>
 Microsoft Office Suite skills (Outlook, Word, Excel and PowerPoint)</li></ul></div></div></div><p></p>

Technical Support Analyst

Optum

<div><p>Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start <b>Caring. Connecting. Growing together.</b></p><p></p><p><b><br>
Epic Technical Capability Group</b></p><p>
The Epic Technical Capability Group is responsible for ensuring the stability, performance, and reliability of Epic systems across multiple medical organizations. This team supports Epic client software deployments and upgrades, manages server infrastructure, and provides technical assistance to clinical end users. By maintaining seamless integration and functionality, the group plays a critical role in enabling clinicians to deliver efficient, high-quality patient care.</p><p></p><p><b><br>
Epic Client System Administrator</b></p><p>
Responsible for managing Epic servers, supporting client software, and assisting clinical end users. This role offers hands-on system administration and opportunities to learn and grow with evolving technologies.</p><p></p><p><br>
You'll enjoy the flexibility to work remotely * from anywhere within the U.S. as you take on some tough challenges. For all hires in the Minneapolis or Washington, D.C. area, you will be required to work in the office a minimum of four days per week.</p><p></p><p><b><br>
Primary Responsibilities:</b></p><ul><li>
Install, configure, migrate, and manage Epic Client Infrastructure on a virtualized delivery platform</li><li>
Administer and maintain Windows Server environments, with emphasis on Windows Server 2019</li><li>
Manage Active Directory, Group Policies, and system-level configurations</li><li>
Monitor and optimize system performance using tools such as WhatsUpGold and SystemPulse</li><li>
Configure and support Citrix NetScaler VIPs for Epic services including Hyperspace, Interconnect, and Web BLOB</li><li>
Administer Citrix XenApp environments for Epic application delivery</li><li>
Collaborate with Epic Technical Services and internal teams to support upgrades, deployments, and issue resolution</li><li>
Troubleshoot Epic-related issues and manage ticket queues efficiently</li><li>
Participate in on-call rotations to support critical infrastructure and respond to incidents</li><li>
Provide exceptional customer service to clinical and technical stakeholders</li><li>
Ensure compliance with HIPAA, HITRUST, and internal security standards</li><li>
Develop and maintain PowerShell scripts for automation and reporting</li><li>
Support virtualization and cloud architecture initiatives as they relate to Epic infrastructure</li></ul><p></p><p><br>
You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.</p><p><b>
Required Qualifications:</b></p><ul><li>
Epic ECSA Certification (Client Systems Administrator)</li><li>
5+ years of experience in healthcare IT or enterprise systems administration</li><li>
Demonstrated ability to manage support tickets and monitor ticket queues</li><li>
Willing or availability to participate in on-call rotations</li></ul><p></p><p><b><br>
Preferred Qualifications:</b></p><ul><li>
Bachelor's degree in Computer Science, Information Systems, or a related field</li><li>
Microsoft or ITIL certifications (e.g., MCSA, MCSE)</li><li>
Experience with system monitoring tools such as WhatsUpGold and SystemPulse</li><li>
Experience with VMware, SCCM, and enterprise backup solutions</li><li>
Experienced in the following Epic functions:<ul><li>
Hyperspace / Hyperdrive</li><li>
Care Everywhere</li><li>
Interconnect</li><li>
EpicCare Link</li><li>
Hyperspace Web</li><li>
Epic Print Service (EPS)</li><li>
BPC Web</li><li>
BCA PC</li></ul></li><li>
Solid understanding of virtualization and cloud architecture</li><li>
Advanced proficiency in Windows Server systems and Citrix NetScaler configuration</li><li>
Proficiency in PowerShell scripting and automation</li><li>
Familiarity with Epic App Orchard and API integrations</li><li>
Proven excellent communication, documentation, and problem-solving skills</li></ul><p></p><ul><li><br>
All employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter Policy</li></ul><p></p><p><br>
Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with us, you'll find a far-reaching choice of benefits and incentives. The salary for this role will range from $89,900 to $160,600 annually based on full-time employment. We comply with all minimum wage laws as applicable.</p><p></p><p><b><br>
Application Deadline: </b>This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.</p><p></p><p><i><br>
At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone-of every race, gender, sexuality, age, location and income-deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes - an enterprise priority reflected in our mission.</i></p><p></p><p><i><br>
UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.</i></p><p></p><p><i><br>
UnitedHealth Group is a drug - free workplace. Candidates are required to pass a drug test before beginning employment.</i></p></div>

Epic Technical Support Analyst - Remote

Quanta Infrastructure Solutions Group

<div>About Us:
<div>
QISG leverages Quanta&rsquo;s comprehensive resources to deliver collaborative solutions for our partners' energy infrastructure needs. We use in-house talent, expertise and resources to plan, design, engineer, manage, conduct maintenance on and construct projects.</div><div><br>
Our turnkey service capabilities provide our customers with efficiency, consistency, attention to detail and safe execution. The QISG team brings together Engineering, Safety, Quality, Material Procurement, QA/QC, Right-of-Way Acquisition, Scheduling, Environmental Planning, Permitting, Title and Land Management expertise that ensure outstanding results for our clients.</div>
About this Role:
<div><div><b>
Senior</b><b> </b><b>IT</b><b> </b><b>Support</b><b> </b><b>Analyst</b><br>
Onsite &ndash; Birmingham, AL (3500 Colonnade Parkway, 35243)<br>
M&ndash;F, 8AM&ndash;5PM | Travel up to 30%</div></div><div></div><div><div><br>
QISG is expanding our Birmingham office, and we&rsquo;re seeking a <b>Senior</b><b> </b><b>IT</b><b> </b><b>Support</b><b> </b><b>Analyst</b> to be a key player in supporting both corporate IT operations and advanced engineering software. This role is ideal for a seasoned IT professional who thrives in a hands-on environment while also taking a leadership and strategic role in shaping IT systems for a growing team.</div></div><br>
<div></div>
What You'll Do:
<div><div><i>
Technical &amp; Operational</i></div></div><div><ul><li><b>
Technical</b><b> </b><b>Support</b><b>:</b> Resolve recurring queries, optimize workflows, and assist colleagues with complex technical issues.</li></ul></div><div><ul><li><b>
Programming:</b> Participate in designing new functionalities, optimizing code, and reviewing peers&rsquo; work.</li></ul></div><div><ul><li><b>
System Administration:</b> Configure servers, diagnose issues, and optimize infrastructure for performance.</li></ul></div><div><ul><li>
Support IT hardware/software across Dell &amp; Lenovo desktops, laptops, mobile devices, and VPN infrastructure.</li></ul></div><div><ul><li>
Install, configure, and maintain engineering software, including license management and version control.</li></ul></div><div><ul><li>
Manage cloud infrastructure: Intune for device/end-user management and Azure for VMs, storage, and servers.</li></ul></div><div><ul><li>
Oversee onboarding/offboarding, asset inventory, and lifecycle refreshes for office IT resources.</li></ul></div><div><div><i>
Senior</i><i>-Level &amp; Strategic</i></div></div><div><ul><li><b>
Strategic Tasks:</b> Advise colleagues, implement innovative solutions, and participate in long-term project planning.</li></ul></div><div><ul><li><b>
Leadership:</b> Guide and manage the support team, set operational standards, and drive major IT modernization projects.</li></ul></div><div><ul><li>
Serve as a trusted IT advisor to engineering and corporate teams, delivering exceptional support in person, remotely, or via video.</li></ul></div>
What You'll Bring:
<div><div><b>
What You Bring</b></div></div><div><ul><li>
5+ years of corporate IT support experience, with strong expertise in end-user and engineering software support.</li></ul></div><div><ul><li>
Proven experience with engineering applications: AutoCAD, Navisworks, Inventor, PLS-CADD, FAD Tools, ArcGIS, or similar.</li></ul></div><div><ul><li>
Advanced skills in Active Directory, Microsoft 365, SCCM/Intune, Azure, VPNs, and ticketing systems.</li></ul></div><div><ul><li>
Excellent troubleshooting, documentation, and communication skills, with a proactive, solution-oriented approach.</li></ul></div><div><ul><li>
Bachelor&rsquo;s degree preferred; CompTIA A+ required, ITIL certification a plus.</li></ul></div>
What You'll Get:
<ul><li><div><b>
Competitive base salary</b> + <b>annual bonus potential</b></div></li><li><div><b>
Generous PTO &amp; paid holidays</b> to maintain work-life balance</div></li><li><div><b>
401(k) with a generous match</b> to plan for your future</div></li><li><div><b>
Comprehensive benefits</b> &ndash; medical, dental, vision, and life insurance</div></li><li><div><b>
Weekly pay</b> for consistent, reliable compensation</div></li><li><div><b>
Great mentoring &amp; career growth opportunities</b> &ndash; we invest in your development</div></li></ul>
Equal Opportunity Employer:
<div>
All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, national origin or ancestry, sex (including gender, pregnancy, sexual orientation, and/or gender identity), age, disability, genetic information, veteran status, and/or any other basis protected by applicable federal, state or local law.<br>
<br>
We are an Equal Opportunity Employer, including disability and protected veteran status.
<br>
<br>
We prohibit all types of discrimination and are committed to providing access and equal opportunity for individuals with disabilities. For additional information or if reasonable accommodation is needed to participate in the job application, interview, or hiring processes or to perform the essential functions of a position, please contact us the Company&rsquo;s Human Resources department.</div></div>

Senior IT Support Analyst

Hill Country Health & Wellness Center

<div><p><b>Hill Country Community Clinic</b></p><p><b>
Job Description</b></p><p>
</p><p><b>Position: </b>EHR Support Analyst - On Site</p><p><b>
Location: </b>Redding, CA
<br>
<b>Employment Type:</b> Full-Time<br>
<b>Salary Range:</b> $60,000 &ndash; $70,000 annually (DOE)<br>
<b>Reports to:</b> Director of Health Information Systems</p><p></p><p><b>
Summary</b></p><p>
The EHR (Electronic Health Record) Support Analyst will support, optimize, and report from our Athena Practice (Centricity) electronic health record system. This role combines EHR support, SQL-based reporting, and data visualization (Power BI or Tableau) to strengthen clinic operations and improve patient-care workflows.</p><p>
The HER Support Analyst will work closely with clinical, billing, and IT teams to manage upgrades, troubleshoot user issues, and build dashboards that enhance patient care through data integrity, streamlined processes, and system reliability.
</p><p></p><p><b>Key Responsibilities</b></p><ul><li>
Configure, test, and maintain the EHR and related integrations.</li><li>
Analyze and optimize clinical and operational workflows for efficiency and data integrity.</li><li>
Develop and maintain SQL queries to extract, validate, and analyze EHR data.</li><li>
Build reports and dashboards in Power BI for leadership and clinical teams.</li><li>
Support EHR version updates including user acceptance testing and go-live validation.</li><li>
Manage user permissions, security, and HIPAA compliance.</li><li>
Provide Tier-2 support and coordinate with vendors (AllianceChicago, Visualutions, InDxLogic, etc.).</li><li>
Train staff and document workflows to promote consistent data use and quality.</li><li>
Assist in implementation of EPIC.</li></ul><p></p><p><b>
Required Qualifications</b></p><ul><li>
Bachelor&rsquo;s degree in computer science, Public Health, or related field &mdash; or equivalent experience.</li><li>
3+ years of experience working with an EHR system (AthenaPractice, Epic, NextGen, eClinicalWorks, etc.).</li><li>
Strong SQL skills for report building and data analysis.</li><li>
Familiarity with Power BI, Tableau, or SSRS.</li><li>
Understanding of HIPAA and healthcare data standards.</li><li>
Excellent communication and troubleshooting skills.</li></ul><p></p><p><b>
Preferred Qualifications</b></p><ul><li>
Experience with AthenaPractice (Centricity) or other FQHC-level EHRs.</li><li>
Experience developing BI dashboards connected to SQL Server data sources.</li><li>
Previous work in a clinic, hospital, or FQHC setting.</li></ul><p></p><p><b>
Why Join Hill Country</b></p><ul><li>
Mission-driven work improving access to care in rural Northern California.</li><li>
Competitive pay and comprehensive benefits.</li><li>
403(b) retirement plan.</li><li>
Paid time off, holidays, and professional-development opportunities.</li><li>
Collaborative environment where technology directly supports patient care.</li></ul></div>

EHR Support Analyst - On Site

Academy Sports + Outdoors

<div><p>Come work at a place where we take pride in creating a workplace environment that values hard work, commitment, and growth.</p><p></p>
As a Technical Support Analyst, you&rsquo;ll provide 24/7 first- and second-level support for our retail stores&mdash;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.<p></p><h2 class="jobSectionHeader"><b>
Job Description:</b></h2><p><b>
Education</b></p><ul><li>
High school diploma or equivalent required</li><li>
Bachelor&rsquo;s degree in a related field preferred</li><li>
Certifications: MCSA, CCENT, A+ Certification, Network+, MSDST Certification(s) preferred</li><li>
ITIL/ITSM training and certification preferred</li></ul><p></p><p><b>
Work Experiences</b></p><ul><li>
3+ years prior systems support experience, which includes extensive hands-on troubleshooting of hardware and software issues</li><li>
Experience with current Windows operating systems required</li><li>
Experience with incident management, problem management, and request fulfillment using ServiceNow and/or other enterprise-level ticketing systems</li></ul><p></p><p><b>
Skills:</b></p><ul><li>
Analytical with strong problem-solving abilities and creative resolution skills</li><li>
Ability to effectively communicate with all levels of the organization</li><li>
Highly organized and detail-oriented</li><li>
Ability to work independently, as well as effectively contribute to a team environment</li><li>
Ability to prioritize workload, meet multiple deadlines simultaneously in a fast-paced, frequently changing environment</li><li>
Possess the skills to assist the end user remotely, utilizing strong verbal communication techniques</li><li>
Ability to define processes and identify possible improvements</li></ul><p></p><p><b>
Responsibilities:
</b></p><ul><li>Answer calls and provide first and second-level support for stores, 24 hrs a day, 7 days a week, and escalate calls as necessary</li><li>
Provide prompt, friendly customer service, and interact with peers and management with a positive and professional attitude</li><li>
Define and prioritize day-to-day incidents and requests</li><li>
Understand the needs of the internal IT department and internal clients within the company, and act as a technical liaison for nontechnical end users</li><li>
Responsible for the troubleshooting, maintenance, and administration of Windows, iOS, and Android-based hardware</li><li>
Understand the implications and importance of omnichannel support going into the stores</li><li>
Identify evolving user requirements and problems; investigate options and recommend solutions</li><li>
Develop a thorough understanding of Academy policies, procedures, and safety rules</li><li>
Duties may change; associates may be required to perform other duties as assigned</li></ul><p></p><p><b>
Physical Requirements &amp; Attendance</b></p><ul><li>
Acceptable level of hearing and vision to perform job duties</li><li>
Adhere to company work hours, policies, procedures, and rules governing professional staff behavior</li><li>
Regular attendance in the office is required</li><li>
Up to 10% travel, as needed</li><li>
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</li></ul><p></p>
Full time<p></p><h1 class="jobSectionHeader"><b>
Equal Employment Opportunity</b></h1><p>
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.</p></div>

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