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Associate Service Desk Tech
Pittsburgh, PA (USA)
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Post Date: 12/07/17 Company: Dick's Sporting Goods
Compensation:   Contact:
Job Type: Full Time Phone:
Education: High School / GED Fax:
Experience: 6 months - 2 years Mailing Address:
Travel: Negligible
Reference: PAyWiLepEM

This position provides customer service, technical support and incident 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.


Provide Phone Support for Store and Corporate Office Technical Related Issues. This includes supporting POS equipment and software, including registers and all register components, networking equipment, back office computers and inventory guns, personal computers. Document incident details and resolutions into Service Desk incident management system. Provide exceptional customer service.


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.


Escalate major and repeat issues according to documented policies and procedures. Ensure customer satisfaction and productivity. Advises Service Desk Manager of repeated problems.


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.


Education: Associates Degree

Information Technology degree or related industry experience


Experience: Less than a year

PC setup; Software installation and troubleshooting; Customer Service experience; Understanding on POS systems; retail experience preferred

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