What are the responsibilities and job description for the Help Desk Technician position at Lids?
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, Canada, Mexico, Europe, and Australia. 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, Adidas, and Mitchell & Ness.
We currently operate 1,200 locations domestically and 50 internationally, including specialty concept stores for the NBA, NHL, Paris Saint-Germain, and MLB teams. In recent years, Lids has built partnerships with iconic global brands including Marvel, Playboy, and the Harlem Globetrotters, and gained ambassadors like Justin Jefferson, Quavo, and Josephine Skriver – creating a community for both sports fans and fashion lovers.
The company is currently expanding with the goal of becoming the largest licensed brick-and-mortar sports retailer across the globe.
General Position Summary
Under general direction, performs a variety of computer systems administration and support tasks, including analyzing, constructing, documenting, testing, maintaining, troubleshooting, and supporting of PC hardware, operating systems, software applications, peripherals, and point-of-sale devices for the entire organization. Performs a variety of project tasks and requires good written and oral communication skills with the ability to work with users diplomatically and skillfully. May interact with engineers, vendors, and/or applications development to restore service and/or identify and correct core problems.
Principle Duties and Responsibilities
- Provide support to retail stores and corporate/field employees for IT and Point-of-sale equipment
- Investigate, troubleshoot, and resolve (in real-time) issues brought to the Helpdesk, using different diagnostic techniques
- Understand the processes and procedures used to conduct business in the retail industry so you can provide support across the corporate enterprise
- Provide prompt, thorough, and courteous solutions to the issues reported to the Help Desk
- Document issues in the ticketing system
- Communicate technical solutions to a non-technical workforce
- Complete and close the Help Desk tickets under your assignment in a timely manner
- Provide regular status updates to the Manager of IT Operations
- Hybrid schedule
- Evening/weekend availability
Additional Principal Duties and Responsibilities
Job Required Knowledge & Skills
- Minimum 2 years’ experience providing Help Desk support to medium-sized companies
- Excellent communication and interpersonal skills
- Strong problem solving and communication skills
- In-depth knowledge of computer systems, networking, and mobile device
- IT-related degree or a minimum of 3 years’ experience providing Help Desk support to medium-sized companies.
- Retail point-of-sale systems
Preferred Job Required Knowledge & Skills
In order to be successful in this role, candidates must excel in a fast-paced environment, have a positive mindset, and possess great communication skills (both written and verbal). Attention to detail is a must!
Education
Reports To
Help Desk Manager