Service Desk Analyst
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 more complex issues as needed. It supports employees in a dynamic, fast-paced environment and includes a rotational after-hours on-call schedule with weekend availability. The position pays $25.50 per hour. Skechers describes itself as a global Fortune 500 company serving over 180 countries and territories, with more than 5,300 retail locations. The company is committed to an inclusive and respectful workplace and equal employment opportunity. Reasonable accommodation may be available to qualified applicants and employees.
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.
Nice To Haves
- Experience with Aptos retail POS systems.
Responsibilities
- Serve as the first point of contact for technical support requests received by 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 and 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.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
