Service Desk Analyst - Remote Eligible

Service Desk Analyst Level 1

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:

• Associate's 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 5,200 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 to 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.