**Shift - Wednesday - Sunday, 10am-7pm**
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 escalate 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).
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
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.
