IT Store Support Technician (2nd Shift)

JD Finish Line; Indianapolis (IN); On-site; USD 55,000 - 75,000; Full time

Job summary

The Finish Line, Inc. is seeking an IT Help Desk Specialist to support store technology, POS systems, and network peripherals. You will remote into stores, triage issues, and assist both store and corporate staff via phone, email, and chat.

Ideal candidates have an associate degree and 2–3 years of help desk experience, plus knowledge of Windows, SQL, AD, and Google GSuite. Some travel and after-hours support may be required.

Qualifications

• Associate’s Degree (A.S.) and 2–3 years help desk experience or equivalent.
• Experience supporting store technology and POS systems preferred.
• Familiarity with Windows, SQL databases, AD and enterprise apps.

Responsibilities

• Resolve day-to-day IS issues reported to the Tech Desk and meet KPIs.
• Remote into stores and user computers for investigations and troubleshooting.
• Provide assistance by phone, email, or chat via ticketing system.
• Document interactions and steps to resolve issues in the ticketing system.
• Resolve login issues and perform password resets.
• Run batch files on Windows and understand SQL statements on POS databases.
• Update internal knowledge base with resolution details.
• Configure and troubleshoot POS peripherals and printers.
• Assist Project Managers with store hardware deployment and software upgrades.
• Support store beacons, RFID devices, and order fulfillment configurations.

Skills

Troubleshooting

Remote support

Documentation

Customer service

Education

Associate's Degree (A.S.)

Tools

SQL

AD

Microsoft Office

Google GSuite

Mobile Device Management

Chrome

IE 8-11

LAN/WAN

Job description

The shift for this role is: 1PM-10PM, Tuesday through Saturday

The purpose of this position is to perform the day-to-day troubleshooting steps to ensure proper functionality for all store technology including stores’ POS systems. Assist business customers (store and corporate employees) via telephone, email, google chat, to resolve or escape IT issues and problems. This includes all software, hardware and networking aspects, and meets or exceeds Key Performance Indicators.

Provides support to 3rd party technicians onsite for Registers, Network, Phone Lines, Digital Displays and Traffic Counter test outs, etc. Provides support for New Store Openings, Remodels, Relocations, Store Closings and JD conversions. Prepares miscellaneous software updates and POS ringing instructions. This individual will effectively exhibit JD Finish Line’s core values of Customer, People, Winning, Community, and Financial Responsibility in everything they do by performing the following main duties:

• Resolve day-to-day IS issues reported to the Tech Desk and meet KPI’s.
• Remote into stores and user computers for advanced investigations and troubleshooting.
• Provide assistance by phone, email, google hang out or self-service portal ticketing system.
• Document interactions with user including capturing details and steps performed to resolve issues within the ticketing system
• Resolve log in issues and perform password resets
• Navigate through command lines and run batch files on windows
• Run and understand SQL statements on POS databases
• Update the internal knowledge base with issue resolution details
• Configure and troubleshoot POS peripheral devices as well as local and network printers
• Assist Project Managers with store hardware deployment and software upgrade tasks.
• Support, monitor and maintain store technology beacon hardware, Shoe Eye View and RFIDs to ensure devices are working and reporting accurately.
• Monitor stores Direct To Consumer configurations for order fulfillment.
• Assist Client and Collaboration team with research needed to resolve complex issues.
• Provide directions to store personnel on closing tasks regarding final polling, transfers and assist on-site technicians with proper dismantling and shipping instructions.
• Provide directions to on-site technicians for IT installations and test outs including POS, routers, Shoe Eye Views, RFIDs, mobile devices, phones, also includes building databases, updating software to current versions and checking configurations.
• Provide user training instructions for new Information Technology initiatives.
• Maintain a library of Store Systems Helpers for reference and SOX compliance.
• Additional duties and projects as required.

Required Education and/or Experience

This position requires an Associate’s Degree (A.S.) in related fields and 2-3 years of help desk experience, or equivalent combination of education and experience. Prefer prior experience in the retail industry.

Required Computer and/or Technical Skills

Basic knowledge of DOS, Windows 7/10/, Microsoft Office, SQL Database Servers, LAN and WAN networks is required. Should have intermediate knowledge Google GSuite Administration, Google GSuite Applications, Mobile Device Management, Chrome Products, cloud based email and collaborative technologies, Internet Explorer v8 - v11, Microsoft Active Directory, & Microsoft Office (Word, Excel, Powerpoint).

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Sit for more than 6 hours per shift
• Use hands to finger, handle and feel
• Reach with hands and arms
• Talk and/or hear
• Walk or move from one location to another
• Occasionally may need to climb, balance, stoop, kneel, or crouch
• Lift and/or move up to 10 pounds regularly and up to 25 pounds occasionally
• Punctuality and regular attendance consistent with the company’s policies are required for the position.
• Average work week is 40-45 hours, which can vary depending on business need.
• The work environment for this position is a moderately noisy office setting.

The company reserves the right to modify this job description with or without notice. Employees may be asked to perform additional duties outside of normal job scope on a temporary basis per company policy.

This job description is not intended to cover all aspects, duties, and/or responsibilities required of employees. Employees may be asked to perform additional duties outside of normal job scope on a temporary or permanent basis per company policy. The company reserves the right to modify this job description with or without notice.

EEO Statement:

The Finish Line, Inc. is an Equal Employment Opportunity employer and is committed to complying with all federal, state, and local EEO laws. The Finish Line, Inc. prohibits discrimination against employees and applicants for employment based on race or color, religion or creed, national origin, alienage or citizenship status, marital status, sex, pregnancy status, age, military status, disability, or any other characteristic or class protected by law. The Finish Line, Inc. provides reasonable accommodations in accordance with applicable laws, including for disabilities, pregnancy, and religious practices.

Need accessibility assistance to apply?

Applicants who require accessibility assistance to submit an employment application can either call Finish Line at [phone] or email us at [e-mail]. A member of our Talent Acquisition team will respond as soon as reasonably possible. (This email address and phone number is only for individuals seeking accommodation when applying for a job.)