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Boot Barn · 1 week ago

Systems Support Analyst II

Irvine, CA

Full-time

Onsite

Mid Level

Boot Barn is where community comes first, thriving on togetherness and collaboration. The Systems Support Analyst II role provides technical support to end users across various systems and applications, diagnosing and resolving technical issues while ensuring timely follow-up and escalation of complex problems.

FashionLifestyleRetailWeb Design

H1B Sponsor Likely

Responsibilities

Provide Level 2 technical support for store and corporate systems, serving as an escalation point for Level 1 issues requiring deeper technical expertise

Support and lead store and corporate equipment implementations and upgrades, including POS systems, network equipment, and manager office technology

Provide advanced technical and application support for retail and corporate users, including but not limited to: Retail Point of Sale, Windows Operating Systems/Mac operating systems, Microsoft 365 and related enterprise applications

Troubleshoot and resolve complex hardware and software issues involving POS registers, desktops, laptops, printers, and peripheral devices

Diagnose and resolve network-related issues, including ISP outages, firewall/router issues, wireless connectivity, and infrastructure failures; coordinate with vendors and internal teams as needed

Demonstrate intermediate to advanced networking knowledge, including TCP/IP, DNS, DHCP, VLANs, VPNs, and wireless standards (802.11 a/b/g/n/ac)

Work closely with third-party vendors to schedule, manage, and verify installations, repairs, and service requests

Utilize the helpdesk ticketing system to document incidents, track trends, manage projects, and ensure accurate and timely communication with management

Install, configure, and support workstations and mobile devices in accordance with company standards, security policies, and best practices

Support and troubleshoot telephone systems, conferencing solutions, and other retail technology platforms

Create and maintain technical documentation, standard operating procedures, and knowledge base articles

Provide guidance, training, and informal mentoring to Level 1 System Support Analysts

Participate in after-hours support, on-call rotations, and critical incident response as required. (Add this to Level 1)

Demonstrate a high level of quality, professionalism, attendance, and teamwork in all interactions

Adhere to all local, state, and federal laws, as well as company policies, procedures, and practices

Perform other duties and special projects as assigned by management

Qualification

Level 2 technical supportPOS systems supportNetworking knowledgeWindows Operating SystemsMicrosoft 365Technical documentationTeamworkMentoring

Required