Systems Support Analyst II

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.

REVIEW & DUTIES

This role provides technical support to end users across PC and POS register systems, server or mainframe applications, hardware, telecommunications, and telephony services. Responsibilities include diagnosing and resolving technical issues through direct user interaction, performing problem analysis and research, implementing solutions, and ensuring proper follow-up. The role also involves escalating complex issues when appropriate and tracking resolutions to ensure timely and effective ticket closure.

• 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.
• 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.

• Mid‑Senior level

• Full‑time

• Information Technology

• Retail