IT Helpdesk Analyst

The IT Helpdesk Analyst serves as the first point of contact for stores and corporate teams seeking timely technology assistance. This role focuses on keeping registers, handheld devices, and day-to-day systems operational through troubleshooting, user access support, ticket documentation, and escalation when required.

Location and Work Style

Moberly, MO (hybrid). This is a full-time, hourly position with an in-person work location.

Compensation

The hourly pay range is USD 22 - 24, with additional details listed as $22.00 - $24.50 per hour.

Summary of the Role

The IT Helpdesk Analyst answers requests quickly and helps restore service within established scope. The position supports technology used in store operations, including POS systems and connected peripherals, while assisting staff with account access and common Microsoft 365 needs. All interactions are recorded and tracked in a ticketing system until resolution.

Key Responsibilities

• Respond to technology requests from stores and corporate teams via phone and email
• Troubleshoot hardware, software, access, and connectivity issues, including POS registers and peripherals such as receipt printers, scanners, cash drawers, and card readers, plus gift card issues and Zebra handheld computers
• Support store and corporate staff by resetting passwords, unlocking accounts, and handling Microsoft 365 basics
• Assist stores during end-of-day processing during evening shifts
• Restore service when issues are within your scope and escalate items requiring deeper review
• Document each request, action, and outcome in the ticketing system and keep tickets updated until resolved
• Prioritize requests based on the impact to store operations
• On Swing shifts, handle overflow calls and work through aged tickets, callbacks, and related knowledge base articles

Required Qualifications

• High school diploma or equivalent
• 1 to 3 years of technical support, help desk, or customer service experience
• Basic knowledge of Windows operating systems, computer hardware, and peripherals
• Comfort providing support primarily by phone in a queue-driven, high-volume environment
• Ability to work independently on evening and weekend shifts with a defined escalation path
• Effective written and verbal communication skills
• Willingness to follow the posted rotation, including evenings and weekends, with reliable attendance
• Alignment with the Bomgaars Cares principles: Communication, Accountability, Responsiveness, Empathy, and Solution
• Ability to communicate clearly and patiently with non-technical users on the phone and in ticket updates
• Strong follow-through to document work and keep tickets on track until closure
• Comfort managing high-volume, repetitive tasks in a fast-paced queue environment
• Ability to sit or stand at a workstation for scheduled shifts, with occasional lifting up to approximately 25 lbs
• A team-first mindset and willingness to learn new systems and procedures

Technology and Tools

• Windows operating systems
• Microsoft 365
• POS registers
• Receipt printers, scanners, cash drawers, card readers
• Zebra handheld computers

Benefits

• 401(k) and 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible schedule
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Why This Role Matters

The Helpdesk team supports 188 stores across the Eastern, Central, and Mountain time zones, seven days a week, from 6:00 AM to 11:00 PM Central. This role extends coverage into evenings and weekends.

How to Apply

To learn more and apply, visit: https://www.bomgaars.com/careers/bomgaars-corporate-office.