What are the responsibilities and job description for the Deskside Support Technician position at Hat World Inc?
Deskside Support Technician
About Our Company
At Lids Sports Group, we don’t just sell hats — we fuel fandom. As the largest licensed sports retailer in North America, we bring sports, fashion, and culture together in more than 1,300 stores nationwide. Headquartered in Indianapolis, Indiana, Lids delivers premium, fan-driven products and unforgettable retail experiences.Our stores feature officially licensed headwear and apparel from collegiate and professional teams, alongside top brands like Champion, Nike, New Era, Lululemon Athletica, and Mitchell & Ness. We’re also the industry leader in on-demand customization, offering in-store embroidery that turns everyday gear into one-of-a-kind statements.
From specialty concept stores for the NBA and NHL, to iconic clubhouse destinations for the Yankees and Dodgers, we create immersive retail experiences that celebrate the teams fans love. Through collaborations with brands like Marvel, Peanuts, and The Walt Disney Company, Lids continues to redefine how fans represent their teams — in style.
Position Summary
- Provide technical assistance to corporate computer users.
- Answer questions or resolve computer problems in person, via telephone, or electronically.
- Stay informed on new product lines and evaluate new hardware to recommend standards for corporate and store environments.
- Work with service vendors (warranty and non-warranty) and equipment secondary market/decommission vendors to establish best pricing and services.
- Provide assistance with computer hardware and software, including printing, installation, word processing, email, and operating systems.
- Perform hardware and software installations, maintenance tasks, troubleshooting, and repair of computer systems and peripheral equipment.
- Process accurate and timely information to ensure compliance with vendor warranty requirements.
- Maintain high levels of customer satisfaction by resolving technical problems and concerns.
Additional Principal Duties and Responsibilities
- Configure and deliver corporate IT equipment as needed.
- Assist the IT Depot in diagnosing and troubleshooting IT equipment.
- Interface with all departments to fulfill IT hardware needs.
- Support and adhere to company policies, procedures, and guidelines.
- Provide excellent customer service as outlined in the HW&L policy manual.
- Maintain and update work order tickets in the ITSM tool.
- Complete Dell warranty work including gathering and documenting equipment needing repair, coordinating repairs, and returning equipment to active inventory.
Job Required Knowledge and Skills
- Associate’s Degree (Bachelor’s preferred) in a computer-related curriculum preferred, plus a minimum of 3 years’ experience supporting and maintaining computer hardware and desktop software.
- Strong problem solving and communication skills.
- Knowledge of computer hardware devices and internal components including personal computers, laptops, CPUs, keyboards, monitors, and mice.
- Knowledge of peripherals including scanners, check readers, receipt printers, laser printers, RF guns, PDAs, modems, and monitors.
- Knowledge of audio/visual products.
- Knowledge of Windows operating systems, Microsoft Office Suite, and IT systems (Track IT).
Physical Demands & Requirements
- Ability to operate a computer and work with digital systems for extended periods.
- Ability to communicate verbally and visually with internal teams and stakeholders.
- Ability to work in an office or remote environment with frequent task deadlines.
- Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. For inquiries related to reasonable accommodations, please contact HR@Lids.com
What We Offer
- Comprehensive medical, dental, and vision coverage
- Retirement plan with company match
- 100% employer-paid benefits, including short-term and long-term disability, life and AD&D insurance, and an Employee Assistance Program
- Paid Time Off
- Generous employee discount and exclusive perks
- Ongoing career development and professional training, including discounted secondary education and certification reimbursement
- A collaborative, innovative, and team-oriented work environment
- Early Wage Access options
- Bonus eligibility depending on position level
Work Environment
- Onsite office work environment.
- Standard business hours from 8 a.m. – 5 p.m.; flexibility may be available upon request.
Additional Information
Employment Requirements
Candidates must possess the experience, skills, physical abilities, and qualifications, with or without reasonable accommodation, to perform the essential duties of the role and must be able to meet all applicable employment standards. Being legally authorized to work in the United States is a pre-condition of employment for this position. Current or future employment-based visa sponsorship is not available for this role.Equal Employment Opportunity
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.Notice to Applicants
In connection with your application, we collect information that identifies, reasonably relates to, or describes you (“Personal Information”). The categories of Personal Information we collect include your name, email address, mailing address, other contact information, employment history, and educational history. We collect and use this information for human resources and business management purposes, including identifying and evaluating candidates for employment or future contract opportunities, and maintaining recruiting and hiring records. Upon a conditional job offer, we may require additional Personal Information for business purposes and background checks as permitted by law, including but not limited to government-issued identification numbers, work authorization, emergency contact information, criminal record information, and demographic data used for analytics and compliance with applicable legal requirements and Company policies.Need Accessibility Assistance?
Applicants who require accessibility assistance to submit an employment application may email hr@lids.com. A member of our Talent team will respond as soon as reasonably possible. This email address is only for individuals seeking reasonable accommodation when applying for a career at Lids.