IT Store Support Technician; 2nd Shift

Position: IT Store Support Technician (2nd Shift)
Location: Indianapolis

IT Store Support Technician (2nd Shift) page is loaded## IT Store Support Technician (2nd Shift) locations:
Customer Central - Indianapolis, INtime type:
Full time posted on:
Posted Yesterday job requisition :
JRThis position is 2nd shift- 4 days, 10 hour shifts- working Monday, Thursday, Friday & Saturday from 10am - 9pm EST.The purpose of this position is to perform the day-to-day troubleshooting steps to ensure proper functionality of the stores’ POS systems. Assist business customers (store and corporate employees) via telephone, email, chat to resolve or escalate IT systems issues and problems.

This includes all software, hardware and networking aspects, and meets or exceeds Level 1 1st Call Resolution Service Level Agreement.  Provides support to 3rd party technicians onsite for Registers, Network, Phone Lines, and Traffic Counter test outs, etc.  Provides support for New Store Openings, Remodel/Relocations, and Store Closings.  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 Level 1 IS issues reported to the Tech Desk and meet 1st Call Resolution SLA.
* Connect into stores and user computers for advanced investigations and troubleshooting.
* Provide assistance by phone, email, chat or self-service portal ticketing system.
* Document interactions with user including capturing details and steps performed to resolve issues within the ticketing system
* Perform password resets
* Update the internal knowledgebase with issue resolution details
* Configure and troubleshoot POS peripheral devices as well as local and network printers
* Provide assistance to improve store and corporate personnel use of Information Systems.
* 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 field and 1 – 2 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 NT/2000/XP, Microsoft Office, SQL Database Servers, LAN and WAN networks is required.  Should have intermediate knowledge and abilities with Microsoft Office products, and strong knowledge of computer and web/digital technologies, software, and applications.  A+, Net+, MCSA certifications are a plus.

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.**#LI-DNI
** 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…