IT Support Specialist

About Our Company

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 qualified 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.

Position Summary The IT Support Specialist provides responsive, customer-focused technical support for retail stores, distribution centers, and field employees. This role supports endpoint hardware, operating systems, software applications, peripherals, mobile devices, and point-of-sale equipment, ensuring that issues are accurately documented, tracked, and resolved through the ticketing system.

By combining help desk troubleshooting with hands-on deskside support, the IT Support Specialist helps restore service quickly, reduce operational disruption, maintain accurate technical and inventory records, and deliver a positive technology experience across the organization.

Principal Duties and Responsibilities

- Provide timely, courteous technical support for retail stores, distribution centers, corporate offices, and field employees across endpoint, software, peripheral, mobile device, network connectivity, and point-of-sale issues.
- Triage, investigate, troubleshoot, and resolve service requests and incidents using effective diagnostic techniques; escalate complex or recurring issues to appropriate IT teams, vendors, or application partners when needed.
- Perform hands-on endpoint support activities, including break/fix, device setup, imaging, deployment, shipping and receiving, and hardware replacement coordination.
- Document, update, and close assigned tickets in a timely manner with accurate details, resolution notes, and appropriate follow-up actions.
- Maintain accurate inventory and asset records for IT equipment, including endpoint devices, peripherals, and related support items.
- Communicate technical information clearly to non-technical users while providing prompt, thorough, and professional customer service.




- Understand retail support processes and business procedures to help minimize disruption to store and distribution center..
- Keep technical documentation, support procedures, and knowledge articles current and easy to follow.
- Provide regular status updates to leadership on assigned work, escalations, project tasks, and support trends when requested.
- Support scheduled projects, urgent incidents, and occasional evening or weekend needs when business priorities or emergencies require additional coverage.

Additional Principal Duties and Responsibilities No additional principal duties are required for this role beyond those outlined above.

Job Required Knowledge and Skills

- Minimum of 2 years of experience providing help desk, deskside, endpoint, or technical support in a business environment, or equivalent education and experience.
- Strong troubleshooting skills across Windows, macOS, PC hardware, software applications, peripherals, mobile devices, and point-of-sale equipment.
- Working knowledge of ticketing systems, incident documentation, escalation practices, and service request follow-through.
- Foundational understanding of networking concepts, endpoint security practices, and common enterprise productivity tools.
- Excellent communication, collaboration, adaptability, dependability, and customer service skills.
- Ability to work independently in a fast-paced environment while staying organized, detail-oriented, and results-driven.
- Ability to communicate technical solutions clearly and respectfully to a non-technical workforce.

Preferred Job Required Knowledge and Skills

- IT-related degree, Associate’s degree, or equivalent work experience.
- Experience supporting retail technology environments, including point-of-sale systems and store operations.
- Experience with endpoint management tools such as Microsoft Intune and/or Microsoft Configuration Manager/SCCM.
- Experience with inventory management, asset tracking, device logistics, shipping/receiving, or hardware lifecycle support.
- Prior experience supporting both remote help desk requests and onsite deskside support needs.

What We Offer

- Comprehensive medical, dental, and vision coverage
- Retirement plan
- 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, including discounted secondary education courses




- A collaborative, innovative, and team-oriented work environment
- Early Wage Access options
- Bonus eligibility depending on position level

Physical Demands & Requirements

- Ability to operate a computer and work with digital systems for extended periods
- Ability to communicate verbally and visually with internal teams and stakeholders
- Ability to work in an office, support center, retail, distribution center, or remote-support environment with frequent task deadlines.
- Ability to sit, stand, walk, reach, stoop, kneel, crouch, and use hands to handle equipment as required to perform support duties.
- Ability to occasionally lift and/or move up to 50 pounds.

Work Environment

- Onsite warehouse and office environment, with support needs that may include distribution center, retail, or remote users.
- Standard business hours from 8 a.m. – 5 p.m., schedule flexibility may be provided based on business needs.
- Overtime availability may be required for urgent incidents, special projects, or business-critical support needs.

ADDITIONAL INFORMATION

Employment Requirements

Candidates must possess the experience, skills, physical abilities, and qualifications, with or without reasonable accommodation, to perform the essential duties of the role and must meet all applicable employment standards. Being legally authorized to work in the United States is a pre-condition of employment for this position. Current or future employment-based visa sponsorship is not available for this role.

Equal Employment Prospect

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.

Notice to Applicants In connection with your application, we collect information that identifies, reasonably relates to, or describes you (“Personal Information”). The categories of Personal Information we collect include your name, email address, mailing address, other contact information, employment history, and educational history. We collect and use this information for human resources and business management purposes, including identifying and evaluating candidates for employment or future contract opportunities, and maintaining recruiting and hiring records.

Need Accessibility Assistance?

Applicants who require accessibility assistance to submit an employment application may email [email protected]. A member of our Talent team will respond as soon as reasonably possible. This email address is only for individuals seeking reasonable accommodation when applying for a career at Lids.

📌 IT Support Specialist (Mississauga)
🏢 Lids Canada
📍 Mississauga