service desk analyst Coraopolis, PA
Job description
At DICK’S Sporting Goods, we believe in how positively sports can change lives. On our team, everyone plays a critical role in creating confidence and excitement by personally equipping all athletes to achieve their dreams. We are committed to creating an inclusive and diverse workforce, reflecting the communities we serve.
If you are ready to make a difference as part of the world’s greatest sports team, apply to join our team today!
OVERVIEW:
This position provides technical support for all store, corporate, distribution center, and remote customer services. Associate Service Desk Techs provide this support using phone, email, and chat technologies and are primarily responsible for troubleshooting and diagnosis, administrative tasks, request fulfillment, incident management, and vendor engagement and escalation.
This is a full time role that is located at our corporate office in Pittsburgh, PA.
Job Duties & Responsibilities
Administrative Support
Perform basic network account support such as re-enabling active directory accounts, resetting passwords, and VPN access assistance.
Assist with the development and maintenance of knowledge articles to keep processes and procedures updated.
Install and configure local desktop, mobile and wireless printers.
Assist users with audio/video tool setup for remote meetings.
Assist onsite corporate teammates, via walk-in or scheduled appointment, with various user-based issue and requests.
Network Support
The ability to read and comprehend network topography diagrams and configurations.
Knowledge of network circuits (telecom, broadband, and cellular), routers, and switches.
IP Addressing, VLAN and port assignments
Network monitoring – including bandwidth and consumption
Wireless Network Support – provide support for all store and corporate related wireless access points with the ability to login, review coverage (heat maps), confirm proper configuration, and reload if necessary.
Server/Client Support
A clear understanding of Windows, Linux, and Mac client configurations and the ability to troubleshoot and identify issues.
Knowledge on how to reimage a client device.
Logging into remote devices using applications such as Dameware, Mesh Commander, Remote Desktop Connection, and LogMeIn.
Basic understanding of server management functionality using tools such as Hyper-V, Dell Chassis Management Console, VMWare V-Sphere/ESXi, and Redhat Virtualization.
Point of Sale Support
Knowledge of Point of Sales hardware and software support including NCR, Pin Pad devices, POS Controllers and Services, and UPC scanners.
Dell PowerEdge/VRTX hardware management and the ability to troubleshoot physical and virtual server environments running POS software and associated services.
Provide support and problem resolution for all store POS equipment including, but not limited to: network switches/routers/modems, UPS devices, servers, access points, back-office computers, thin clients, portable data terminals (PDT) hardware/software, and mobile/desktop zebra printers.
Incident Management
Log and track all information, troubleshooting steps, and results for a particular issue in an incident ticket.
Use existing incident data to identify trends, recurring issues, and potential solutions.
Incident escalation to Level 2/3 support when all other options have been exhausted.
Notifying management of critical situations and the ability to clearly relay important details and information.
Follow up on tickets assigned to your queue to ensure the reported issue is resolved and meets the customer’s satisfaction.
Vendor Management
Dispatch hardware and software vendors as needed and provide the guidance necessary to fix related issues.
Partner with field technicians to be the onsite ‘eyes and ears’ to help identify and resolve issues that were reported at remote locations (stores, DC’s, etc…).
Ensure the vendor service providers are being held to the contractual obligations for providing service within the predetermined service level agreements.
Request Fulfillment
Process shipping and receiving requests and assist with inventory management by organizing and testing equipment as well as maintaining a POS Lab.
Fulfill a variety of user-submitted requests to add or modify email distribution groups, Active Directory groups, create application user accounts, and provision new hardware (laptops, workstations, phones, peripherals).
QUALIFICATIONS:
Associates Degree in Information Technology, Computer Science, Computer Information Systems
1-3 years of experience in Retail Support, Client / Network Support
Basic understanding of IT security and related systems, including remote access
Basic understanding of Windows systems and associated supporting technologies
Basic understanding of wide and local area networks and associated technologies
Knowledge of IT Service Management applications such as (Remedy, ServiceNow, Jira)
Basic Understanding POS Systems
Helpdesk Institute Certification a plus
Computer Installation, Configuration and Support
ITIL Foundations Certification a plus
