Deskside Support Technician - Canada

About Our Company

Lids Sports Group is the largest licensed sports retailer in North America, selling fan and fashion-oriented headwear and apparel across the US, Canada, Mexico, Europe, and Australia. Operating out of Indianapolis, IN, our retail stores offer officially licensed headwear and apparel from collegiate and professional sports teams, plus top brands like Nike, New Era, Adidas, and Mitchell & Ness.

We currently operate 1,200+ locations domestically and internationally, including specialty concept stores for the NBA, NHL, Paris Saint-Germain, and numerous MLB teams. In recent years, Lids has built partnerships with iconic global brands including Marvel, Playboy, and the Harlem Globetrotters, and gained ambassadors like Justin Jefferson, Quavo, and Josephine Skriver – creating a community for both sports fans and fashion lovers.

The company is currently expanding with the goal of becoming the largest licensed brick-and-mortar sports retailer across the globe.

General Position Summary

The ability to understand all IT support processes and products used within the Company as well as the ability to problem solve at a fast pace.

Principle Duties and Responsibilities

• Managing Windows and MacOS.
• Knowledge of network protocols and endpoint security systems.
• Experience with SCCM and/or Intune.
• Provide support for the Canada distribution center, retail stores and field employees.
• Need to be self-sufficient and results driven without the need for micromanagement.
• 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 with accurate details.
• Keep documentation up to date.
• Provide regular status updates to leadership when requested.
• While rare, evening/weekend availability may be necessary to address an emergency

Additional Principal Duties and Responsibilities

Job Required Knowledge & Skills

• Excellent soft skills (Communication, Collaboration, Adaptability, and Dependability)
• Associate’s degree or equivalent work experience

Preferred Job Required Knowledge & Skills

• Retail Experience
• Inventory Management
• Intune/SCCM

Education

Reports To

Manager, IT Support

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