IT Helpdesk Analyst role supporting stores and corporate teams with phone and email technology troubleshooting in a hybrid setup.

Handle phone and email requests from stores and corporate teams seeking timely IT help
Troubleshoot hardware, software, access, and connectivity issues, including POS registers and peripherals (receipt printers, scanners, cash drawers, card readers), gift cards, and Zebra handheld computers
Support common Microsoft 365 tasks, including password resets and account unlocks for store and corporate staff
Assist with store end-of-day processing during evening shifts
Restore service for issues within scope and escalate items requiring deeper investigation
Log every request, action, and result in the ticketing system; keep tickets updated until resolution
Prioritize incoming requests based on impact to store operations
On swing shifts, manage overflow calls and work aged tickets, callbacks, and knowledge base article updates between calls

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 supporting primarily via phone in a queue-driven, high-volume environment
Ability to work independently during evening and weekend shifts with a defined escalation path
Strong written and verbal communication skills
Willingness to work the posted rotation, including evenings and weekends, with reliable attendance
Alignment with Bomgaar Cares principles: Communication, Accountability, Responsiveness, Empathy, Solution
Clear, patient communication for non-technical users via phone and ticket updates
Consistent follow-through by documenting work and keeping tickets moving until closed
Ability to manage high-volume, repetitive tasks in a fast-paced queue-driven workflow
Ability to sit or stand at a workstation for scheduled shifts, with occasional lifting up to approximately 25 lbs.
Team-first mindset and willingness to learn new systems and procedures

Helpdesk coverage supports 188 stores across Eastern, Central, and Mountain time zones
Team coverage runs seven days a week from 6:00 AM to 11:00 PM Central
Evening and weekend coverage is included in the role scope

How many years of technical support, helpdesk, or customer service experience do you have?
Are you comfortable providing support primarily by phone, in a queue-driven, high-volume environment?
Are you able to work a posted rotation, including evenings and weekends, with reliable attendance?

IT Helpdesk Analyst

Job Description