Associate Service Desk Technician
DICK'S Sporting Goods - Pittsburgh, PA

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Associate Service Desk Technician

Posting Date :
02/08/13

Location :
Pittsburgh, PA

This position provides technical support and problem resolution for store POS equipment, corporate desktops and basic administrative tasks. The majority of this support is done over the phone while utilizing remote tools.

Location: Store Support Center

Department: Information Technology

Reports To: Manager of IT Service Desk

Essential Functions:

Provide Phone Support for Store and Corporate Office Technical Related Issues
  • Provide Technical support and problem resolution for store POS equipment and software, including registers and all register
  • components, networking equipment, back office computers and inventory guns
  • Provide technical support and incident resolution for corporate office and field associate’s computers and peripherals
  • Handle issues in a timely and efficient manner while utilizing excellent communication and interpersonal skills while interacting
  • with end users, management, executives and other personnel
  • Documents issue details and resolutions into Service Desk incident management system
  • Proactively looks for resolutions to complex and repeat issues
Improve Service Desk Processes
  • Work with project teams with implementing new technologies
  • Follow and enforce the Incident Management process
  • Provide Feedback to management on ways to increase efficiency on the Service Desk
  • Provide training, mentoring and transfer of knowledge to all members of the team
  • Identify, add and update documentation for the Service Desk
Problem Management
  • Escalate major and repeat issues according to documented policies and procedures
  • Ensure customer satisfaction and productivity
  • Advises Service Desk Manager of repeated problems
Process Service Desk Administrative Tasks
  • Process technical requests received via email
  • Process shipping and receiving and assist with inventory management by organizing and testing equipment as well as maintaining a POS Lab

Specialized Skills Required
  • Good interpersonal & customer service skills
  • PC installation, setup and implementation
  • PC software installation and troubleshooting
  • Understanding on POS systems
  • retail experience preferred
Dick Dick ' s Sporting Goods, Inc. is an authentic full-line sporting goods retailer offering a broad assortment of brand name sporting goods equipment, apparel, and footwear in a specialty store environment. The Company also owns Golf Galaxy, Inc., a multi-channel golf specialty retailer, e-commerce websites and catalog operations. For more information on Dick’s Sporting Goods please visit our Investor Relations page .

Dick's Sporting Goods - 17 months ago - save job - block
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About this company
995 reviews
See Dick's shoppers run, putt, dunk, drive, dribble -- and buy. Fast-growing Dick's Sporting Goods operates about 480 stores...