Service / Help Desk / Technical Support

Employee Type Full Time Non-Exempt

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. 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.

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.

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.

In-depth knowledge of computer systems, networking fundamentals, and mobile devices.

IT-related degree or equivalent experience providing technical support.

Preferred Job Required Knowledge and Skills Ability to work effectively in a fast-paced environment with shifting priorities.

Physical and Travel Requirements Ability to sit, stand, walk, use hands, reach, stoop, kneel, or crouch as required.

Less than 5% travel may be required.

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