Job Abstract

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.