Retail Technical Support Specialist

2 weeks ago


Camp Hill, Pennsylvania, United States Foot Locker Full time

Position Overview:

The Foot Locker Store & Workplace Services team is at the forefront of digital innovation within our retail and corporate settings. The Field Support Technician will be an integral part of the Depot Support Team, dedicated to providing exceptional assistance for all Point of Sale (POS) systems. As a Field Support Technician, your responsibilities will encompass the management of daily operations, including the repair, testing, configuration, documentation, shipping, and receiving of POS hardware utilized in our stores. The ideal candidate will demonstrate strong organizational skills, attention to detail, and the capability to solve problems both independently and collaboratively. Success in this role will be gauged by the technician's proficiency with various hardware deployed in our retail locations and the quality of customer service delivered.

Key Responsibilities:

  • Configure, test, repair, and refurbish a variety of POS equipment and peripherals, including but not limited to cash registers, server/workstation PCs, receipt/document printers, PIN pad devices, and handheld terminal devices, utilizing both new and established methods learned from various sources.
  • Assist with IT store projects as required, collaborating with internal stakeholders to ensure successful implementations.
  • Stay updated on emerging technologies introduced in stores and provide appropriate support.
  • Employ problem-solving skills to identify issues, determine root causes, and develop and implement solutions for POS equipment.
  • Actively participate in creating and updating documentation, including Knowledge Base (KB) articles.
  • Work collaboratively with peers and leadership to ensure alignment across Technical, Support, and Operations Teams.
  • Coordinate with the Store Help Desk and other teams to meet problem resolution service level agreements (SLAs) and project objectives.
  • Review daily backlog reports to address outstanding equipment needs.
  • Investigate and respond to Problem Reports (IR) regarding equipment.
  • Manage shipping and receiving tasks in accordance with Depot operations.
  • Conduct daily check-ins of new inventory and assess the status of hardware assets.
  • Document work and maintain accurate records of store assets in ServiceNow and/or related reporting tools.
  • Perform general cleaning and organizational tasks associated with a warehouse environment.
  • May be required to undertake additional duties as assigned by management.
  • Adhere to all corporate policies and standards.

Qualifications:

  • Preferred education level is MBO or equivalent in Information Technology or a related field, or an equivalent combination of education and work experience.
  • Proficient in Microsoft 365 applications, including Excel, Word, PowerPoint, OneNote, and Teams.
  • Willingness to accommodate shift changes, including evenings and weekends, to support business needs.

Compensation and Benefits:
The hourly wage for this position ranges from $21.50 to $23.00. This range reflects the anticipated low and high for this role, with the final hourly rate determined by the applicant's education, experience, skills, and internal equity, in addition to market data. The hourly rate is one aspect of the comprehensive compensation package offered by Foot Locker, Inc., which includes:

  • Employee Discount
  • Paid Time Off
  • Medical, Dental, and Vision Coverage
  • 401(k) and Roth 401(k)
  • Stock Purchase Plan
  • Life Insurance
  • Flexible Spending Account
  • Opportunities for Advancement
  • Tuition Reimbursement for Qualified Courses
  • Strong Company Culture
  • Employee Resource Groups


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