Analyst Technical Support
Academy Sports + Outdoors, Katy, TX, United States
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 upscale 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 non‑technical 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.
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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 upscale 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 non‑technical 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.
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