Overview

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Foot Locker’s Technology Services team is driving digital transformation and providing world class IT service in our retail and corporate technology environments. The Warehouse IT Support Analyst will focus on providing best-in-class technology support to our Camp Hill Distribution Center. The ideal candidate will develop key business partnerships, while ensuring technology processes and projects in areas relating to service management and IT engineering are followed and completed seamlessly. This position is accountable for providing the highest level of IT support experience by implementing and maintaining warehouse technology, ensuring tickets and changes are supported and completed successfully, updating operational documentation, and enforcing standard policies and procedures.

Responsibilities

• Work independently on PC and Warehouse systems software and hardware: implement and maintain desktop system software for business and warehouse processes; work closely with Workplace Engineers on analysis and maintenance of desktop systems; prepare and maintain operational documentation; maintain and support warehouse printers; support and repair hand held computers and scanning devices.
• Provide superior customer service for internal end users via phone, walkups, emails and trouble tickets.
• Prioritize trouble tickets and support calls based on business impact.
• Provide advanced support for devices, software, and applications - as well as major warehouse systems, software, and hardware.
• Lead relevant IT warehouse projects and upgrades making sure they are completed in an accurate and timely manner.
• Work on the ticket queue with speed and thoroughness by analyzing issues, providing quick resolution and documentation of resolution within the ticket, training and guiding other support staff on resolutions.
• Coordinate employee and equipment tech moves with Facilities, Operations, and departments as needed.
• Follow established process and procedures in use and support of Desktop operational software tools, hardware, and system software. Adhere to service management support processes (ITSM, Incident, Problem, Change processes).
• Lead with strong analytical thinking, ability to use judgement, and escalation as necessary.
• Create Self-help documentation for end users; Prepare needed documentation to use and support Desktop and Warehouse operational software tools, hardware, and system software.
• Coordinate with other team members and/or departments to solve problems, support and coordinate the implementation of new systems.
• Must be able to work well with fellow associates located off site and work in a remote group environment to include members of the Global IT team.
• Provide on-call support for Warehouse end users.
• This requires 24x7 availability during the on-call period.

Qualifications

• A degree from a technical school a plus.
• Minimum of two years related experience and/or training; or equivalent combination of education and experience.
• Strong technical skills.
• Take ownership of relevant projects and sees them through until full completion.
• Perform duties confidentially, accurately, and with great attention to detail.
• Demonstrate the ability to professionally communicate both verbal and writing.
• Proficient in Microsoft Office (O365) Suite and Microsoft Windows Operating systems.
• Able to work in a high pressure and time sensitive environment.
• Able to learn new equipment on the job.
• Strong communiction skills and able to build strong relationships and be a team player.
• Be self-motivated and work independently.
• Become an advanced user in Foot Locker’s Service Now, IT Service Portal, Service Catalog.

Need to know

• This is a full-time position with variable start times Monday through Friday with Saturday and Sunday work on occasion.
• On-call is required for this position.
• Be willing and capable of learning new tools and processes.

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