IT Store Support Technician

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 Lines 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 Associates 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 companys 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 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.

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Applicants who require accessibility assistance to submit an employment application can either call Finish Line at or email us at 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.)