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:

ABOUT THE COMPANY

At DICK’S Sporting Goods, we take a people-centric approach to everything we do. Our Athletes, how we refer to customers, and our Teammates, how we refer to our employees, are at the center of every decision we make so that we can provide transformational experiences online, in store, and in sport. When you join Technology at DICK’S Sporting Goods, you’re joining a true team that wins together. We help our Athletes and fellow Teammates better their best by innovating solutions to interesting business problems and empowering every Technology Teammate to be an innovator. And, while we work remotely from all over the United States, we provide virtual and in-person events for the team to hangout, from virtual escape rooms to cheering on the Pittsburgh Pirates at beautiful PNC Park.

JOB PURPOSE

Ability to follow standard procedures to troubleshoot and resolve all issues or request. Know the tools you use to resolve the issues and requests presented. Help improve the processes by using reports and dashboards provided.

RESPONSIBILITIES

Customer Service

Carry out standard customer service activities. Ability to handle both simple and complex enquiries following predefined scripts. Record the call in an ITSM ticket. Ability to work on ITSM ticket created by other teams. Follow up on call/ticket, if needed. Complete all tasks or escalate within the predefined SLA/SLO.

Change Control Management

Understands the department change control policies. Show ability to execute simple and complex change control requests and tasks within the change window defined in the change control.

Processes and Procedures

Are familiar with the processes and procedures for your position. Know the structure and can easily find SOPs for issues and alerts. Ability to follow simple and complex SOPs. Escalate issues to L2 or Engineering.

ITSM, ITIL and Reporting

Understands the DSG ITSM tool to open, work and close incident and request tickets. Use ITIL concepts to work incidents and create problem tickets. Have the ability to read dashboards and trending reports to make better decisions on priority of resolving incidents and requests.

Project Work

Ability to work within a team to complete projects run by the team or other teams. Can work on multiple projects. Make suggestions and contributions about the project to the team.

Ongoing Learning and Development

Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching; gain or maintain external professional accreditation where relevant to improve performance and fulfill personal potential. Maintain an in-depth understanding of technology and industry best practices through ongoing education and reading specialist media.

Continuous Improvement

Contribute to reviewing existing operations in own area of work and generate new ideas to assist in identifying continuous improvements.

Skills

Complete requests from our ITSM toolInventory Management – The ability to order, receive and stock equipment in a depot.Asset tag large ticket items and record in the Asset DatabaseCell phone procurement and distributionImage and deploy laptops, PCs and MacBooks for new hire requests, refreshes and break/fixInstall or remove equipment from our data centers. This includes mounting and cablingOversights for vendors or engineers doing work in our data centersOn-Call rotation for data center issues.

QUALIFICATIONS:

General Education

Computer Trade School or Associate Degree or Higher

 

EXPERIENCE

General Experience

4+ Years of Experience

General Education

Computer Trade School or Associate Degree or Higher

 

EXPERIENCE

General Experience

4+ Years of Experience