Telecommunications Analyst

Lids · Indianapolis, IN · 1 wk ago

Information TechnologyFull-time

At Lids Sports Group, we don’t just sell hats — we fuel fandom. As the largest licensed sports retailer in North America, we bring sports, fashion, and culture together in more than 1,300 stores nationwide. Headquartered in Indianapolis, Indiana, Lids delivers premium, fan-driven products and unforgettable retail experiences. Our stores feature officially licensed headwear and apparel from collegiate and professional teams, alongside top brands like Champion, Nike, New Era, Lululemon Athletica, and Mitchell & Ness. We’re also the industry leader in on-demand customization, offering in-store embroidery that turns everyday gear into one-of-a-kind statements. From specialty concept stores for the NBA and NHL, to iconic clubhouse destinations for the Yankees and Dodgers, we create immersive retail experiences that celebrate the teams fans love. Through collaborations with brands like Marvel, Peanuts, and The Walt Disney Company, Lids continues to redefine how fans represent their teams — in style.

About the role

Under general direction, performs a variety of tasks, including analyzing, documenting, testing, tracking inventory, troubleshooting, and supporting telecommunication equipment, related projects, and service provider relationships. Performs project tasks and requires good communication skills with the ability to work with users diplomatically and skillfully. Will interact with engineers, vendors, and/or leadership to restore service and/or identify and correct core problems related to Lids telecommunications.

Responsibilities

Provide support for retail stores and corporate/field employees for telecommunications-related requests.
Investigate, troubleshoot, and resolve (in real-time) issues brought to you.
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.
Keep documentation up to date.
Provide regular status updates to leadership when requested.
Evening and weekend availability.
May be asked to assist with telecommunications work to help with projects, store opening/closure/remodel, and communication.

Requirements

Minimum 2 years' experience providing Help Desk support to medium-sized companies.
Excellent communication and interpersonal skills.
Strong problem-solving skills.
In-depth knowledge of computer systems, networking, and mobile devices.

Qualifications

IT-related degree or a minimum of 3 years’ experience providing Help Desk support to medium-sized companies (preferred).
Retail telecommunications technology experience (preferred).

Physical Demands

Ability to constantly sit at a desk in a sedentary work environment.
Ability to frequently use a computer, keyboard, mouse, and other standard office equipment.
Ability to occasionally stand and walk throughout the office.
Ability to occasionally lift or move items up to 15 pounds.
Ability to frequently communicate clearly and effectively, both verbally and in writing.
Ability to occasionally present information to small and large groups, including team members and leadership.
Ability to constantly view electronic/written materials and adjust focus when needed (i.e., computer screens, documents, etc.).
The noise level in the work environment is usually moderate.

Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. For inquiries related to reasonable accommodations, please contact HR@Lids.com. 10% travel required.

Benefits

Comprehensive medical, dental, and vision coverage.
Retirement plan with company match.
100% employer-paid benefits, including short-term and long-term disability, life and AD&D insurance, and an Employee Assistance Program.
Paid Time Off.
Generous employee discount and exclusive perks.
Ongoing career development and professional training, including discounted secondary education and certification reimbursement.
A collaborative, innovative, and team-oriented work environment.
Early Wage Access options.
Bonus eligibility depending on position level.

Schedule

Hybrid schedule. Standard business hours from 8 a.m. – 5 p.m.; flexibility may be available upon request.