IT Store Support Technician

Finish Line•Indianapolis, IN

14d•Onsite

About The Position

The IT Store Support Technician is responsible for performing day-to-day troubleshooting to ensure proper functionality of all store technology, including POS systems. This role involves assisting business customers (store and corporate employees) via telephone, email, and Google Chat to resolve or escalate IT issues related to software, hardware, and networking, while meeting or exceeding Key Performance Indicators. The technician also provides support to third-party technicians on-site for various systems like Registers, Network, Phone Lines, Digital Displays, and Traffic Counters. Additionally, the position supports New Store Openings, Remodels, Relocations, Store Closings, and JD conversions, and prepares software updates and POS ringing instructions. The individual is expected to embody JD Finish Line’s core values of Customer, People, Winning, Community, and Financial Responsibility.

Requirements

Associate’s Degree (A.S.) in related fields or equivalent combination of education and experience
2-3 years of help desk experience
Basic knowledge of DOS, Windows 7/10/, Microsoft Office, SQL Database Servers, LAN and WAN networks
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)

Nice To Haves

Prior experience in the retail industry

Responsibilities

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 Hangout 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
Perform additional duties and projects as required