What are the responsibilities and job description for the Help Desk Technician position at Hat World Inc?
Help Desk Technician
About Our Company
Lids Sports Group is the largest licensed sports retailer in North America, selling fan and fashion-oriented headwear and apparel across the US and abroad. Operating out of Indianapolis, IN, our retail stores offer officially licensed headwear and apparel from collegiate and professional sports teams, plus top brands like Nike, New Era, Lululemon, and Mitchell & Ness. In addition to our wide assortment, we are the industry leader in on demand customization.We currently operate 1,300 brick and mortar locations, including specialty concept stores for the NBA, NHL, Paris Saint-Germain, and the two largest MLB franchises, via our Yankees & Dodgers Clubhouse stores. Lids has built partnerships and collaborations with iconic global brands, creating a community where fans, fashion, and culture collide.
Position Summary
Under general direction, the Help Desk Technician performs a variety of computer systems administration and technical support tasks across the organization. This role supports PC hardware, operating systems, software applications, peripherals, and point-of-sale devices. The Help Desk Technician analyzes, documents, tests, troubleshoots, and resolves technical issues while working closely with users, vendors, and internal teams to restore service and identify root causes. Strong written and verbal communication skills and the ability to provide professional, timely support are essential.Principal Duties and Responsibilities
• Provide technical support to retail stores and corporate/field employees for IT and point-of-sale equipment.• Investigate, troubleshoot, and resolve real-time issues reported to the Help Desk using various diagnostic techniques.
• Understand company processes and procedures to effectively support systems across the enterprise.
• Provide prompt, thorough, and courteous support for all reported issues.
• Document incidents, resolutions, and updates in the ticketing system.
• Communicate technical information clearly to non-technical users.
• Complete and close assigned Help Desk tickets within defined service levels.
• Provide regular status updates to the Manager of IT Operations.
• Maintain availability for hybrid scheduling and occasional evening or weekend support as needed.
Additional Principal Duties and Responsibilities
No additional principal duties are required for this role beyond those outlined above.Job Required Knowledge and Skills
• Minimum two years of experience providing Help Desk support in a mid-sized or enterprise environment.• Strong interpersonal, communication, and customer service skills.
• Demonstrated problem-solving ability and technical troubleshooting skills.
• In-depth knowledge of computer systems, networking fundamentals, and mobile devices.
• IT-related degree or equivalent experience providing technical support.
• Familiarity with retail point-of-sale systems.
Preferred Job Required Knowledge and Skills
• Ability to work effectively in a fast-paced environment with shifting priorities.• Positive, solution-oriented mindset with strong attention to detail.
• Excellent written and verbal communication skills.
Physical and Travel Requirements
• Ability to sit, stand, walk, use hands, reach, stoop, kneel, or crouch as required.• Ability to lift or move up to 50 pounds occasionally.
• Specific vision abilities include close vision, distance vision, and depth perception.
• Less than 5% travel may be required.