Telecommunications Analyst

Telecommunications Analyst

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, performs a variety of tasks, including analyzing, documenting, testing, tracking inventory, troubleshooting, and supporting telecommunication equipment, related projects, and service provider relationships. Performs a variety of project tasks and requires good communication skills with the ability to work with users diplomatically and skillfully. Will interact with engineers, vendors, and/or leadership to restore service and/or identify and correct core problems related to Lids telecommunications.

Principal Duties and Responsibilities

• Provide support for retail stores and corporate/field employees for telecommunications-related requests.
• Investigate, troubleshoot, and resolve (in real-time) issues brought to you.
• Understand the processes and procedures used to provide support in the retail environment.
• Provide prompt, thorough, and courteous solutions to the issues escalated to you.
• Document, update, and resolve issues in the ticketing system.
• Communicate technical solutions to a non-technical workforce.
• Complete and close the tickets under your assignment in a timely manner.
• Keep documentation up to date.
• Provide regular status updates to leadership when requested.
• Evening and weekend availability.
• Hybrid Schedule
• May be asked to assist with telecommunications work to help with projects, store opening/closure/remodel, and communication.

Job Required Knowledge and Skills

• Minimum 2 years' experience providing Help Desk support to medium-sized companies.
• Excellent communication and interpersonal skills.
• Strong problem-solving skills.
• In-depth knowledge of computer systems, networking, and mobile devices.

Job Preferred Knowledge and Skills

• IT-related degree or a minimum of 3 years' experience providing Help Desk support to medium-sized companies
• Retail telecommunications technology

Physical Demands & Requirements

• Ability to constantly sit at a desk in a sedentary work environment
• 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 frequently communicate clearly and effectively, both verbally and in writing.
• Ability to occasionally present information to small and large groups, including team members and leadership.
• Ability to constantly view electronic/written materials and adjust focus when needed (i.e. computers screens, documents, etc.
• The noise level in the work environment is usually moderate.
• Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. For inquiries related to reasonable accommodations, please contact HR@Lids.com
• 10% travel required.

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 Time Off
• Generous employee discount and exclusive perks
• Ongoing career development and professional training, including discounted secondary education and certification reimbursement
• A collaborative, innovative, and team-oriented work environment
• Early Wage Access options
• Bonus eligibility depending on position level

Work Environment

• Onsite office work environment.
• Standard business hours from 8 a.m. - 5 p.m.; flexibility may be available 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 be able to 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. Upon a conditional job offer, we may require additional Personal Information for business purposes and background checks as permitted by law, including but not limited to government-issued identification numbers, work authorization, emergency contact information, criminal record information, and demographic data used for analytics and compliance with applicable legal requirements and Company policies.

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.