Service Desk Analyst

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

• No

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

• Associates 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 5200 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
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.