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 platformCreate, track, and manage incidents and requests to ensure timely resolutionEscalate complex issues to appropriate higher-level support groups

2. Technical Support:

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

3. User Assistance:

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

4. Documentation:

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

5. Continuous Improvement:

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

ADDITIONAL RESPONSIBILITIES

Assist with special projects as assignedContribute to team meetings and brainstorming sessions

SUPERVISORY RESPONSIBILITIES

No

JOB REQUIREMENTS

Proficiency in Windows 10, Mac OSX, and mobile operating systemsExperience with Aptos or Xstore retail point of sale system or similar POS systemsBasic understanding of networking conceptsFamiliarity with Active Directory account managementExcellent problem-solving and analytical skillsStrong attention to detail and ability to work under pressureExceptional customer service and communication skillsFluency in English; additional languages are a plusAbility to work independently and collaboratively in a team environmentWillingness 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 experienceMinimum of 2 years of Service Desk or Desktop Support experienceIT 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 (NYSE: SKX), 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 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.