Help Desk Technician

Help Desk Technician

About Our Company

At Lids Sports Group, we don't just sell hats - we fuel fandom. As the largest licensed sports retailer in North America, we bring sports, fashion, and culture together in more than 1,300 stores nationwide. Headquartered in Indianapolis, Indiana, Lids delivers premium, fan-driven products and unforgettable retail experiences.

Our stores feature officially licensed headwear and apparel from collegiate and professional teams, alongside top brands like Champion, Nike, New Era, Lululemon Athletica, and Mitchell & Ness. We're also the industry leader in on-demand customization, offering in-store embroidery that turns everyday gear into one-of-a-kind statements.

From specialty concept stores for the NBA and NHL to iconic clubhouse destinations for the Yankees and Dodgers, we create immersive retail experiences that celebrate the teams fans love. Through collaborations with brands like Marvel, Peanuts, and The Walt Disney Company, Lids continues to redefine how fans represent their teams - in style.

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.
• Communicate technical information clearly to non-technical users.
• 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.

Additional Principal Duties and Responsibilities

No additional principal duties are required for this role beyond those outlined above.

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.
• Demonstrated problem-solving ability and technical troubleshooting skills.
• In-depth knowledge of computer systems, networking fundamentals, and mobile devices.
• IT-related degree or equivalent experience providing technical support.
• Familiarity with retail point-of-sale systems.

Preferred Job Required Knowledge and Skills

• Ability to work effectively in a fast-paced environment with shifting priorities.
• Positive, solution-oriented mindset with strong attention to detail.
• Excellent written and verbal communication skills.

Physical Demands & Requirements

• Ability to constantly sit at a desk in a sedentary work environment.
• Ability to frequently communicate clearly and effectively, both verbally and in writing.
• Ability to view electronic/written materials and adjust focus when needed.
• Ability to frequently use a computer, keyboard, mouse, and other standard office equipment.
• Ability to occasionally stand and walk throughout the office.
• Ability to occasionally lift or move items up to 15 pounds.
• Ability to occasionally present information to small and large groups, including team members and leadership.
• The noise level in the work environment is usually moderate.

What We Offer

• Comprehensive medical, dental, and vision coverage
• Retirement plan with company match
• 100% employer-paid benefits, including short-term and long-term disability, life and AD&D insurance, and an Employee Assistance Program
• Paid Parental Leave
• Competitive annual bonus opportunity
• Generous employee discount and exclusive perks
• Attractive paid time off package including holidays and floating holidays
• Flexible summer hours opportunity for eligible employees
• Ongoing career development and professional training, including discounted secondary education courses and certification reimbursement
• A collaborative, innovative, and team-oriented work environment
• Early Wage Access options

Work Environment

• Onsite office work environment.
• Standard business hours from 8 a.m. - 5 p.m.; flexibility may be provided upon request.

Additional Information

Employment Requirements

Candidates must possess the experience, skills, physical abilities, and qualifications, with or without reasonable accommodation, to perform the essential duties of the role and must meet all applicable employment standards. Being legally authorized to work in the United States is a pre-condition of employment for this position. Current or future employment-based visa sponsorship is not available for this role

Equal Employment Opportunity

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.

Notice to Applicants

In connection with your application, we collect information that identifies, reasonably relates to, or describes you ("Personal Information"). The categories of Personal Information we collect include your name, email address, mailing address, other contact information, employment history, and educational history. We collect and use this information for human resources and business management purposes, including identifying and evaluating candidates for employment or future contract opportunities, and maintaining recruiting and hiring records.

Need Accessibility Assistance?

Applicants who require accessibility assistance to submit an employment application may email hr@lids.com. A member of our Talent team will respond as soon as reasonably possible. This email address is only for individuals seeking reasonable accommodation when applying for a career at Lids.