[Hiring] Service Desk Analyst @Skechers

Role Description

The Service Desk Analyst (Level 1) serves as the first point of contact for Skechers employees seeking technical assistance. In this role, you will provide timely, professional support across phone, email, and ticketing channels, helping resolve everyday IT issues and ensuring seamless escalation when needed. This is an excellent opportunity for an organized, customer-focused IT professional looking to grow within a dynamic, fast-paced environment.

• 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 to 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

Qualifications

• 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

Requirements

• Proficiency with Windows 10 and macOS (Mac OSX)
• Experience with Active Directory user and account management
• Solid understanding of networking fundamentals
• Experience with Aptos retail POS systems preferred

Benefits

• Pay range for this position is $25.50/hour USD.

Company Description

Skechers, a global Fortune 500® company, develops and markets a diverse range of lifestyle and performance footwear, apparel, and accessories. 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 5,300 Skechers retail locations.