IT Support Specialist - Sports Warehouse - Alpharetta, GA

Description

Full Time Position (40 hours/week, typically Monday - Friday)

This position requires physically reporting to work in Alpharetta, GA.

Hiring Range: $22 - $26/hour

Sports Warehouse About Us

We are an e-commerce company, specializing in a diverse range of sports and recreational products. At Sports Warehouse, we cater to enthusiasts of tennis, pickleball, bass fishing, running, equestrian sports, ice and roller hockey, inline skating, roller derby, and skateboarding. Our mission is clear: to deliver an exceptional shopping experience by recommending the perfect products and providing unparalleled service.

The ideal candidate will possess a strong ability to troubleshoot technical issues, ensure smooth system operations, and provide exceptional support to end-users. You will be responsible for diagnosing and resolving hardware and software problems, maintaining IT infrastructure, and delivering outstanding customer service. If you have a keen eye for detail, enjoy problem-solving, and have a passion for IT, we want to hear from you!

Full Time Employees:

• Medical, dental and vision benefits
• Paid vacation time
• Life and short-term disability insurance

All Employees:

• Merchandise discounts with all Sports Warehouse companies
• Access to on-site fitness facility
• Paid sick time
• 401(k) and profit-sharing programs
• Opportunities for growth
• Employee appreciation events

Purpose of Position:

• Set up and maintain computers/tablets and supporting systems, as well as facilitating end-user support of those systems.   
• Hardware and software configuration, including the installation, and maintenance as well as receiving, prioritizing, documenting and actively resolving end user help requests. Problem resolution may involve the use of diagnostics and help request tracking tools and will require both hands-on, face-to-face desktop support as well as remote help-desking.

Duties and Responsibilities:

Operational Support 

• Field help requests from end users in a courteous manner.   
• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.   
• Build rapport and elicit problem details from help desk coworkers.   
• Prioritize and schedule support requests.   
• Escalate problems (when required) to the appropriately experienced technician.  Document the help desk request problem-solving process.   
• Apply diagnostic utilities to aid in troubleshooting.   
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.   
• Leverage software and hardware approved and supported by the organization.   
• Perform hands-on fixes at the desktop, including installing and upgrading software, implementing file backups, and configuring systems and applications.   
• Test fixes to ensure the problem has been adequately resolved.   
• Perform post-resolution follow-ups to help requests.   
• Assist in developing help sheets and knowledge base articles for end users.  
• Perform related duties consistent with the scope and intent of the position.   
• Be cognizant of the IT landscape around you and move proactively in support of it. 

Hardware and Software Implementation Support 

• Setup and configure workstations and software, installation of network infrastructure, hardware/software upgrades/changes, field technical support requests, data recovery through utility software, diagnosing failures, troubleshooting hardware/software problems, work with third party service providers as necessary. 

Routine Maintenance 

• Maintain computer systems, including troubleshooting using diagnostic software/utilities, tidy service desks and service areas.   
• Destroy retired data media and e-waste obsolete components. 

Requirements

• Must be very proficient and well-versed in usage and basic administration of all versions of Macintosh OS X (10.14.x – 15.x) operating system.  
• Possess technical skills and experience related specifically to supporting, diagnosing, and troubleshooting Apple Macintosh computers.  
• Demonstrate enthusiasm for the technical world. 
• Proficient in Microsoft Office Suite. 
• Demonstrate ability to learn new software applications. 
• Communicate clearly and professionally during conversations.  
• Demonstrate active listening skills.  
• Approach problem-solving with creativity and innovation. 
• Exhibit a professional demeanor in all interactions.  
• Interpret and execute written and verbal instructions accurately. 
• Follow directions well and gain clarification as needed. 
• Adapt to new circumstances and execute multiple tasks and deadlines.  
• Excellent organizational skills.  
• Maintain focus, attention to detail effectively. 
• Work independently and remain motivated. 
• Recognize when to seek assistance and collaborate effectively. 
• Foster a positive attitude and strong work ethic, contributing actively within a team.  
• Maintain a standard of conduct that will maintain an orderly and productive workplace. 
• Uphold standards of safety and cleanliness in the work environment. 
• Practice good judgement in actions and decision making.  
• Abide by all Sports Warehouse policies and procedures.  
• Demonstrate a sense of pride in your work and represent Sports Warehouse in a favorable manner.? 
• Other duties deemed necessary to support daily operations of Sports Warehouse. 

Desired Skills  

• MacOS certification.  
• Experience in Windows and/or Linux operating systems.  
• Working knowledge of wired and wireless TCP/IP networking protocols.  
• Data cabling termination and installation experience.

Supervisory Responsibility: 

This position has no direct supervisory responsibility. 

Work Environment:  

This role functions within a professional and collaborative office setting, regularly utilizing standard office equipment such as computers, tablets and phones for day-to-day tasks. This is an inclusive and team-oriented environment, where face-to-face communication and collaboration are key. The office is designed to promote both focused work and creative brainstorming. 

The position may require occasional travel to events or other work locations, both by car and plane, depending on the location and schedule. 

Physical Demands:  

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job: 
• Regularly required to handle objects, type on a computer, use tablets and phones and computer software. 
• The ability to communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations.  
• The ability to observe details at close range (within a few feet of the observer).  
• Frequently required to sit in a stationary position for prolonged periods of time, in addition to occasionally moving about inside the building.  
• Occasionally required to stand, stoop, bend, twist, reach, kneel, crouch or climb.???? 
• Must regularly lift and/or move objects that weigh less than ten pounds, occasionally lift and/or move items that weigh between 10 – 20 pounds and rarely lift and/or move items that weigh between 20 - 50 pounds.
   

Salary : $22 - $26