Service Desk Analyst

Skechers • Manhattan Beach, CA

2d

About The Position

The Service Desk Analyst (Level 1) is the first point of contact for Skechers employees seeking technical assistance. The role provides timely, professional support through phone, email, and ticketing channels; resolves everyday IT issues; and escalates issues when needed. It is suited to an organized, customer-focused IT professional in a dynamic, fast-paced environment.

The analyst supports users with common IT and retail technology issues, including password resets, account access, hardware and software installation, system navigation, and the Aptos retail Point-of-Sale (POS) system and associated devices. The role follows documented Standard Operating Procedures and Knowledge Base articles, manages user accounts in Active Directory, and participates in a rotational after-hours on-call schedule, including weekend availability.

Requirements

• Associate's degree (A.S.) or higher in Information Technology or a related field, or equivalent work experience.
• Minimum 2 years of Service Desk or Desktop Support experience.
• Proficiency with Windows 10 and macOS (Mac OSX).
• Experience with Active Directory user and account management.
• Solid understanding of networking fundamentals.
• Exceptional customer service and interpersonal communication skills.
• Strong attention to detail and organizational skills.
• Ability to make quick, sound decisions under pressure.
• Self-motivated, with the ability to work independently and collaboratively.
• Reliable, punctual, and eager to learn and grow.

Nice To Haves

• Experience with Aptos retail POS systems.

Responsibilities

• Serve as the first point of contact for technical support requests received via phone, email, and ServiceNow.
• Create, manage, and track incidents and service requests through timely resolution.
• Troubleshoot and resolve common issues, including password resets, account access, hardware/software installation, and system navigation.
• Support the Aptos retail Point-of-Sale (POS) system and associated retail devices.
• Follow documented Standard Operating Procedures (SOPs) and Knowledge Base articles to diagnose and resolve user-reported issues.
• Escalate unresolved or complex incidents to Level 2 support teams with clear, thorough documentation.
• Manage and maintain user accounts in Active Directory.
• Participate in a rotational after-hours on-call schedule, including weekend availability.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree