Help Desk Analyst Level-1 - Boot Barn

HELP DESK ANALYST LEVEL-1

REPORTS TO: IT MANAGER

STATUS: NON-EXEMPT

Summary

Boot Barn is where community comes first. We thrive on togetherness, collaboration, and belonging. We build each other up, listen intently, and implement out-of-the-box ideas. We celebrate new innovations, congratulate one another’s achievements, and most importantly support each other.

At Boot Barn, we work together to make a positive impact on the world around us, and by working collectively with encouragement, we consider ourselves “Partners.” With the values of the West guiding us, Boot Barn celebrates heritage, welcomes all, and values each unique Partner within our Boot Barn community.

Our vision is to offer everyone a piece of the American spirit – one handshake at a time.

Provides computer support to end-users for PC/POS Register users, server or mainframe applications, hardware, telecom, and telephone services by responding to and diagnosing problems through discussion with users. Includes problem recognition, research, isolation, resolution, and follow-up steps. Escalates problems to next level as appropriate and may follow-up to obtain final resolution to close ticket.

Essential Duties and Responsibilities

• Support store and corporate equipment setups/ implementations – POS, Network, Managers office equipment
• Provide general technical and application support to retail store associates as it relates to the following systems:
• Aptos Retail Point of Sale
• Windows OS
• Microsoft Products
• Troubleshoot and resolve hardware issues related to: POS registers, all PCs and notebooks and laser printers.
• Diagnose network interruptions that may be caused by ISP outages, hardware failure, or infrastructure issues. Work with third party vendors and internal resources to resolve issues as soon as possible.
• Work with software, hardware and services vendors to schedule and execute installations and/or repair orders.
• Demonstrate basic knowledge of networking as it pertains to all aspects of desktop support: TCP/IP, DNS, DHCP, Wireless (802.11a/b/g)
• Utilize a helpdesk ticketing system to log calls, keep track of projects, and keep management up to date with all issues.
• Install and configure new workstations; follow and enforce company procedures and standards.
• Support basic telephone systems and other retail hardware technologies
• Demonstrates high level of quality work, attendance and appearance.
• Demonstrates high degree of professionalism in communication, attitude and teamwork with customers, peers and management.
• Adhere to all local, federal and state laws in addition to Company policies, procedures, and practices.
• Performs any other duties that may be assigned by management.

Qualifications

• Strong communication, customer service, time management and organizational skills.
• Working towards Bachelor’s degree in Computer Science, Business or IT certifications or equivalent relevant experience
• 1 – 2 years of Help Desk/System Administration experience in a corporate environment; retail highly preferred.
• Demonstrated ability to translate complex concepts into simple process flows.
• Ability to work independently and lead cross-functional teams while executing projects form vision through implementation.
• Strong computer skills including MS Office Suite and OS related applications.
• Eagerness to continue skillset improvement.

Competencies

• Ensure Effective Communication - Listens carefully and attentively to others' opinions and ideas. Communicates information clearly, concisely, and professionally.
• Establish Trust - Follows through on commitments. Is honest and direct with others. Promotes a culture of respect for, commitment to, and compliance with Company values, beliefs, and standards. Ensures the protection of confidential information.

Boot Barn Benefits & Additional Compensation Opportunities

• Competitive hourly rate.
• Merchandise discount: 50% off of Exclusive Brands and 40% off of third-party brands.
• Paid Time Off plan for year-round Boot Barn Partners.*
• Medical, Dental, Vision and Life Insurance.*
• 401(k) plan with generous company matching.
• Flexible schedules and work/life balance.
• Opportunities for growth at every level – we are opening 50+ new stores each year.

*For eligible Boot Barn Partners

PAY RANGE: $23.00 - $25.00/hr. *

*compensation varies based on geography, skills, experience, and tenure

Physical Demands

In general, the following physical demands are representative of those that must be met by a Partner to successfully perform the essential functions of this job. Reasonable accommodations may be made to allow differently abled individuals to perform the essential functions of the job.

• Standing, walking and squatting less than fifty percent of the work shift.
• Required to lift, move and carry up to 40 pounds.
• Ability to read, count and write to accurately complete all documentation and reports.
• Must be able to see, hear and speak in order to communicate with partners and customers.
• Specific vision abilities include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.
• Manual dexterity required using hands to finger; handle, feel and type; reach with hands and arms.

[ ] Sedentary: Limited activity, no lifting, limited walking

[ X ] Light: Office work, some lifting, bending, stooping or kneeling, walking

[ ] Moderate: Mostly standing, walking, bending, frequent lifting

[ ] Arduous: Heavy lifting, bending, crawling, climbing

Work Environment

In general, the following conditions of the work environment are representative of those that a Partner encounters while performing the essential functions of this job. Reasonable accommodations may be made to allow differently abled individuals to perform the essential functions of the job within the environment.

• The workspace is clean, orderly, properly lighted and ventilated with the proper safety compliance.
• Noise levels are considered moderate.

Boot Barn, Inc. reserves the right to make exceptions to modify or eliminate this document or its content. This document supersedes all previous policies, procedures or guidelines pertaining to this subject.

Our core value of community bands us together in supportive and inclusive ways to drive our collective success. Boot Barn provides equal employment opportunity to all applicants and employees without regard to race, color, religion, sex, sexual orientation, age, national or ethnic origin, veteran or military status, disability, as well as any other protected status under the law.

Americans with Disabilities Act (ADA) - Boot Barn will provide reasonable accommodations (such as a qualified sign language interpreter or other personal assistance) with the application process upon your request as required by applicable laws. If you have a disability and require assistance in this application process, please visit your nearest Boot Barn Store or Distribution Center or reach out to Human Resources at 1-949-453-4400, Option 4.

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