IT Helpdesk Analyst

About the Role: IT Helpdesk Analyst

As an IT Helpdesk Analyst at Bomgaars, you’ll be the first friendly voice stores hear when technology gets in the way of getting the job done - keeping registers, handhelds, and everyday systems running so our teams can stay focused on customers.

What a Day in the Life Looks Like:

• Answer phone and email requests from stores and corporate teams who need tech help fast
• 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
• Reset passwords, unlock accounts, and handle Microsoft 365 basics for store and corporate staff
• Support stores through end-of-day processing during evening shifts
• Restore service on issues within your scope, and escalate anything that needs a deeper look
• Document every request, action, and outcome in the ticketing system, and keep tickets updated until they’re resolved
• Prioritize requests based on the impact to store operations
• On Swing shifts, help with overflow calls and chip away at aged tickets, callbacks, and knowledge base articles between calls

Why This Role Matters:

Our 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 exists to extend that coverage into evenings and weekends - exactly when stores need reliable support the most - so our people on the floor never lose momentum.

• High school diploma or equivalent
• One to three years of technical support, help desk, or customer service experience
• Basic knowledge of Windows operating systems, computer hardware, and peripherals
• Comfortable providing support primarily by phone, in a queue-driven, high-volume environment
• Able to work independently on evening and weekend shifts with a defined escalation path
• Effective written and verbal communication skills
• Willing to work the posted rotation, including evenings and weekends, with reliable attendance
• Embodies the Bomgaar Cares principles - Communication, Accountability, Responsiveness, Empathy, and Solution

What You’ll Bring:

• Clear, patient communication with non-technical users, whether on the phone or in a ticket update
• Strong follow-through - you document your work and stay on top of tickets until they’re closed
• Comfort managing high-volume, repetitive tasks in a fast-paced, queue-driven 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, * 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?

• 401(k)
• 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

Founded in 1944, Bomgaars Supply Inc. is a proud, family-operated retail chain of farm and ranch supply stores headquartered in Sioux City, Iowa. With over 185 stores across 15 states and over 5,000 team members, Bomgaars supports the backbone of America; farmers, ranchers, and rural communities-with trusted products, dependable service, and values rooted in history.

From humble beginnings, when our founder sold crackers from barrels and supplies from a Ford Model A, to becoming one of the fastest-growing farm retailers in the U.S., Bomgaars continues to grow while holding true to our mission: supporting hardworking communities like yours by delivering what you need… when you need it., At Bomgaars, you’re not just joining a company, you’re joining a legacy. With over 80 years of steady growth and a culture rooted in trust, service, and family values; we offer more than a career - we offer a connection to something meaningful.

We don’t just support the farm and ranch community, we support each other. Whether you’re in the field, in the store, or behind the scenes in the IT department, you’ll be part of a team that looks out for one another. At Bomgaars, we’re committed to making sure you have what you need…when you need it.

• A stable, growing company with local roots.
• Opportunity to learn, grow, and expand your IT career
• Supportive leadership and a collaborative IT team
• The chance to support employees who support our communities