AT SHOE PALACE WE RUN. WE SELL. WE HAVE FUN!

DO YOU HAVE WHAT IT TAKES?

WHERE SOLE MEETS PASSION | JOIN THE SP FAMILY!

THE ROLE

The purpose of this position is to perform day-to-day troubleshooting and technical support to ensure the proper functionality of all store technology, including Point of Sale (POS) systems. This role assists store and corporate employees via telephone, email, Google Chat, and ticketing systems to resolve or escalate IT-related issues involving software, hardware, and network connectivity while meeting or exceeding established Key Performance Indicators (KPIs).

This position provides support to third-party technicians for registers, network equipment, phone lines, digital displays, traffic counters, and other store technology. The role also supports new store openings, remodels, relocations, store closings, and store technology conversions. In addition, this position assists with software updates, POS procedures, and various technology initiatives to support business operations.

Essential Duties and Responsibilities

• Resolve day-to-day IT issues reported to the Tech Desk while meeting established KPIs and service levels.
• Remote into store systems and user computers to perform advanced troubleshooting and issue resolution.
• Provide support via phone, email, Google Chat, and self-service ticketing systems.
• Document user interactions, troubleshooting steps, and resolutions within the ticketing system.
• Resolve login issues and perform password resets.
• Navigate command-line tools and execute batch files in Windows environments.
• Run and interpret SQL queries on POS databases for troubleshooting and support.
• Update and maintain internal knowledge base documentation and issue resolution guides.
• Configure, troubleshoot, and support POS peripherals, local printers, and network printers.
• Assist Project Managers with hardware deployments and software upgrade initiatives.
• Support, monitor, and maintain store technology hardware, including beacon devices, Shoe Eye View systems, and RFID technology to ensure accurate functionality and reporting.
• Monitor Direct-to-Consumer (DTC) configurations that support order fulfillment processes.
• Assist internal technology teams with research and troubleshooting needed to resolve complex technical issues.
• Provide guidance to store personnel regarding store closing procedures, final polling, transfers, and equipment shipping requirements.
• Assist on-site technicians with technology installations, testing, software updates, database builds, and system configurations, including POS systems, routers, Shoe Eye View devices, RFID systems, mobile devices, and phone systems.
• Provide training and support for new technology initiatives and system enhancements.
• Maintain Store Systems Helper documentation for operational consistency and SOX compliance.
• Participate in special projects and perform other duties as assigned.

YOUR EXPERIENCE INCLUDES...
• At least 2-3 years of experience as a helpdesk technician with customer support roles
• Tech Savvy (good working knowledge of Microsoft Office (i.e. Word, Excel, Project)
• Eager to learn- Someone with initiative
• Troubleshooting and communication skills
• Stay organized and work on multiple tasks at once

IT WOULD BE GREAT IF YOU HAVE...
• IT Certified Training
• Retail Point of Sale knowledge is a plus
• Experience working in a growing corporate environment

What to expect from SP

• A sense of belonging – A dynamic team, high energy, and humility
• A sense of purpose – GRIT! We grow from ideas!
• A sense of impact – We are growing, come grow with us!
• A sense of fun – WE RUN. WE SELL. WE HAVE FUN!
• Medical, Dental, Vision, 401k + your SP discount

Shoe Palace is one of the most-trusted athletic footwear and apparel retail chains in the United States. What began as a small, family business in 1993 has now grown into an extremely popular chain of stores and an online retail site — shoepalace.com.

At Shoe Palace, we all roll up our sleeves to pitch in and do whatever it takes to stay on top. Each day is a little different, it's what keeps us on our toes and excited to come to work every day. We are seeking self-motivated individuals who are dynamic thinkers and outstanding communicators who will thrive in an entrepreneurial environment and want to grow with Shoe Palace Corporation. Our team members are bright, professional, enthusiastic, and able to quickly apply their skills to diverse situations.

Pay Range: $22.00-$25.00

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.