Join the thousands of innovators, advocates and forces who are making an impact every day at one of the biggest footwear brands in the world. Whether you love to connect with consumers on the retail floor or want to drive our award-winning powerhouse in new directions, the SKECHERS team is the place to be. Learn more about our brand at skx.com.

JOB PURPOSE AND ESSENTIAL JOB FUNCTIONS

The Service Desk Analyst Level 1 serves as the first point of contact for IT support, providing prompt and efficient resolution to user issues and requests. This role is crucial in maintaining high levels of user satisfaction and ensuring smooth IT operations across the organization.

1. Incident Management:

Respond to support requests via phone, email, chats, and customer support platform
Create, track, and manage incidents and requests to ensure timely resolution
Escalate complex issues to appropriate higher-level support groups

2. Technical Support:

Provide first-level support for the retail POS system and Retail Devices
Resolve common issues such as username/password problems, menu navigation, hardware/software verification, and basic installation and setup
Utilize knowledge bases and standard operating procedures to troubleshoot and resolve issues

3. User Assistance:

Guide users through step-by-step solutions
Provide clear, patient, and professional communication throughout the support process

4. Documentation:

Maintain accurate and detailed records of all support interactions
Contribute to the knowledge base by documenting new solutions and updating existing ones

5. Continuous Improvement:

Stay updated on new technologies and support procedures
Participate in training sessions to enhance technical and customer service skills

ADDITIONAL RESPONSIBILITIES

Assist with special projects as assigned
Contribute to team meetings and brainstorming sessions

SUPERVISORY RESPONSIBILITIES

JOB REQUIREMENTS

Proficiency in Windows 10, Mac OSX, and mobile operating systems
Experience with Aptos or Xstore retail point of sale system or similar POS systems
Basic understanding of networking concepts
Familiarity with Active Directory account management
Excellent problem-solving and analytical skills
Strong attention to detail and ability to work under pressure
Exceptional customer service and communication skills
Fluency in English; additional languages are a plus
Ability to work independently and collaboratively in a team environment
Willingness to learn and adapt to new technologies and processes

EDUCATION AND EXPERIENCE

Associate's degree in IT, Computer Science, or related field; or equivalent work experience
Minimum of 2 years of Service Desk or Desktop Support experience
IT certifications (e.g., CompTIA A+, ITIL Foundation) are preferred

QUALIFICATIONS

This position plays a vital role in maintaining the efficiency and effectiveness of our IT infrastructure. The ideal candidate will combine technical aptitude with strong interpersonal skills to provide exceptional support to our diverse user base.

Pay Range $25/hr - $26/hr

About Skechers

Skechers, a global Fortune 500® brand develops and markets a diverse range of lifestyle and performance footwear, apparel, and accessories. Developing comfort technologies is the foundation of all we do – delivering stylish, innovative, and quality products. Serving over 180 countries and territories, Skechers connects customers to products through department and specialty stores, e-commerce and digital stores, and through our more than 5,200 company-and third-party-owned retail locations. Headquartered in Southern California, with offices and distribution centers around the globe, Skechers has spent over 30 years helping people of all ages look and feel good.

Equal Employment Opportunity
Skechers is committed to providing a safe, inclusive, and respectful work environment. Skechers provides equal employment opportunities for all employees and applicants for employment without regard race, color, religion, gender, gender identification and expression, national origin, marital status, age, disability, genetic information, military status, sexual orientation, or any other protected characteristic established by local, state or federal law.

Reasonable Accommodation
Applicants for employment who require a reasonable accommodation to apply for a job should request appropriate accommodation by emailing benefits@skechers.com.
To perform this job successfully, an individual must be able to perform each job responsibility satisfactorily. The skills, abilities and physical demands described are representative of those duties that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities, who are otherwise qualified for the job position, to perform the essential functions.

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Service Desk Analyst

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