IT 
SETUP & RETURN

Standard Operating Procedure & FAQ

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INTRODUCTION

THE PLAY:

Store technology and IT equipment play an important role in supporting daily operations across Rally House locations. Proper setup, configuration, return processes, and secure access management help ensure stores remain operational, equipment is protected, and Team Members can efficiently complete operational tasks.

The IT Setup and Return Playbook is designed to provide stores with standardized guidance for setting up IT equipment, configuring printers and devices, returning equipment to the IT Department, and accessing secure password-sharing tools. This playbook includes processes for Zebra printer setup, GK420T optimization, wireless camera installation, Keeper password access, and IT equipment return procedures to help stores complete IT-related tasks consistently and accurately.

 

IMPACT:

Following consistent IT setup and return processes helps reduce setup issues, protect company equipment, improve troubleshooting efficiency, and ensure stores remain operationally prepared. Proper setup and return procedures also help the IT Department maintain accurate equipment tracking, improve response times, and support faster issue resolution.

 

When done well:

  • IT equipment is properly configured and operational
  • Devices and printers are set up consistently across stores
  • Equipment returns are completed accurately and securely
  • Password and alarm code sharing remains secure
  • Stores can complete IT-related setup tasks with greater confidence and consistency

ON FIELD TERMINOLOGY

  • IT Helpdesk: IT support team that assists stores with technology-related issues.
  • MobiPrint: Application used to connect Zebra devices to 2×1 printers.
  • GK420T: Zebra 2×1 label printer model.
  • ZD410/411: Smaller Zebra printer models used in stores.
  • Zebra Mobile Terminal: Zebra handheld device used for operational processes.
  • Keeper: Secure password and alarm code sharing platform.
  • Asset Number: Unique identification number assigned to Rally House IT equipment.
  • Network Configuration Page: Printed page containing printer network and IP address information.
  • IP Address: Network address used to identify and connect printers on store Wi-Fi.
  • Axis Door Camera: Wireless camera device installed near store entrances.

SETUP & RETURN

GAME PLAN

 

IT Overview

  • IT Support Expectations
    • IT operates during standard business hours.
    • The IT Case form should be used for most IT issues.
    • Internet outage or all registers down:
      • Open IT Case.
      • Then call 1-888-397-0150.
    • Other immediate IT needs:
      • Open IT Case.
      • Then open Chat.
  • IT Priority Levels
    • P1: Emergency/Immediate Priority
      • Anything affecting customer orders, instore transactions, or internet connectivity.
      • Resolution Time: Less than 5 minutes – next business day.
      • Shipping Speed: Saturday Shipping or Next Day Shipping based on store availability.
    • P2: High Priority
      • Issues impacting some store operations but not fully preventing operations.
      • Example: One register not functioning during normal operations.
      • Resolution Time: Less than 2 days.
      • Shipping Speed: UPS 2nd Day Air or UPS 3 Day Select.
    • P3: Medium Priority
      • Issues causing operational inconvenience without disrupting overall store operations.
      • Example: One Zebra not printing to the 2×1 printer while others function properly.
      • Resolution Time: Less than 1 week.
      • Shipping Speed: UPS Ground.
    • P4: Low Priority
      • Minor nuisance issues or intermittent non-emergency system interruptions.
      • Resolution Time: Less than 10 days.
      • Shipping Speed: UPS Ground.
  • How Stores Can Support Faster Resolution
    • Provide detailed issue descriptions when submitting requests.
    • Include photos whenever possible or relevant.
    • Update existing cases with additional information if troubleshooting changes.
    • Close requests when the issue has been resolved.
    • Include as much operational impact information as possible when escalating issues.

GK420T Setup and Optimization (2×1 Printer)

  • Overview
    • The GK420T printer will have to be networked for the MobiPrint application to discover it as an available printer.
    • Additionally, other steps need to be completed to ensure it prints the best label for guest ease.

 

  • Setting Up Power
    1. Plug in the printer’s power cord and the provided internet cord and flip on the power button.
    2. When turned on, you will see the light on the front of the printer next to the manual feed button.

 

  • Manual Width Configuration
    1. Hold the feed button until the status light blinks five times and then let go.
    2. The printer will begin to print out small square boxes that grow bigger per page printed.
    3. Press the feed button once to stop the process.
      • At the seventh printout, the dimensions will read 1.89IN 48MM.
      • If you press feed prematurely or too late, you will have to go back to step 1.

 

  • Adjusting Label Darkness
    1. Hold the feed button for six blinks and release.
    2. The printer will begin to print the print darkness levels.
    3. Press the feed button one time once the darkness reaches 20.0.

 

  • Network Configuration
    1. Hold down the feed button and release once the status light blinks once.
    2. The network configuration page will print.
      • This will show you the Printer’s IP address.
    3. If the IP address is cut off:
      • Complete the “Manual Width Adjustment” Section.
    4. If your page is too faint to see:
      • You will need to adjust your brightness (see step 3).
    5. The IP address information needed to set up the Mobi Print app will be at the top (second label).
      • It will be to the left of the words “IP Address”.
      • Example IP addresses:
        • (192.168.062.053)
        • (192.168.Store_number.XXX)

Installing Wireless Axis Door Camera

  • Installation Process
    1. Remove the film on the 3M adhesive tape and attach to a window to the left or right of the front door.
      • Place the camera 4 to 5 feet from the ground.
      • Place the camera 3-6 inches from the door.
    2. Choose a side that has access to an outlet.
      • The cable it comes with is 10 feet.
      • A 12-foot extension cord has been provided.
    3. Once it is plugged in and attached to the window, please call IT.
      • Press 3 on your cordless phone and press dial.
      • Do not plug into a timer.

Keeper Password Emails and Links

  • Keeper Password Sharing
    • To keep password sharing safe, Corporate will use Keeper to share passwords and alarm codes to retail employees.
    • There is no set-up of the program for Team Members.
  • Password Sharing Process
    • When Corporate is sharing a password or alarm code, they will use the e-mail address in Workday for the Team Member.
    • The Team Member will receive an email with a one-time access link to the password/alarm code.
    • Insert Keeper email example image here
  • Accessing Passwords and Alarm Codes
    • The one-time access link will take the Team Member to the Keeper platform.
    • Click “Reveal” to receive the information before the link expires.

IT Equipment Return Process

  • Overview
    • Your store has IT Equipment that needs to be returned to the IT Department.
    • Follow this process to send this equipment back.
  • Process
    1. Log in to NetSuite and open the following search.
    2. Find the list of devices that are assigned to the store that are needing to be returned.
      • Notes:
        • The items on this list must be returned.
          • Do not “swap” out any items on this list for a different item in the store.
        • If you have an additional item(s) that you would like to send back to IT, call the IT Helpdesk.
        • If you cannot find an item(s) on this list, call the IT Helpdesk.
    3. Locate the devices on the list and gather to a central location to prepare for packing.
      • Ensure that all cords/chargers for the device are also included.
    4. Once all items on the list are located or the IT Helpdesk has been contacted move to the next steps.
    5. Determine if all equipment will fit in one box or if several boxes are needed.
    6. Log-in to UPS.com and print a UPS label for each box that is being sent back.
      • Create the label to be sent to Store 013 – Oak Park.
      • On the outside of the box, write “ATTN: IT” in black sharpie.
    7. Log-in to NetSuite and complete the IT Equipment Return Form.
      • Enter the following information:
        • “Employee” = the name of the employee completing this process and shipping the equipment back to IT.
        • “Store” = three-digit store number and name
        • “IT Equipment Item 1” through “IT Equipment Item 10” = the asset numbers of each piece of equipment being returned.
          • Locate the asset number by locating the sticker that says “Property of Rally House” on the device.
          • The number and/or letters series under this is the asset number.
          • This number should match what was on the list of devices sent to the store.
        • “Return Tracking Number” = tracking number from UPS Label created
        • “Return Tracking Number 2” through “Return Tracking Number 4” = tracking numbers if more than one box is being sent.
      • Click “Save”.
    8. Pack the items into the box(es).
      • Each piece of IT equipment should be bubble wrapped so that it is not damaged in transit.
    9. Print a “Lost Package Sheet” and place in the box(es).
    10. Tape each box shut.
    11. Place in outbound UPS.
  • Resources