Service Desk Analyst

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.

What You'll Do:

• 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

What You'll Bring:

Education & Experience

• 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

Technical Skills

• 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

Core Competencies

• 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 both independently and collaboratively
• Reliable, punctual, and eager to learn and grow

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

About Skechers

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.

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 [email protected].
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.