Full Job Description
Join the thousands of innovators, advocates and forces who are making an impact every day at one of the biggest footwear brands in the world. Whether you love to connect with consumers on the retail floor or want to drive our award-winning powerhouse in new directions, the SKECHERS team is the place to be. Learn more about our brand at skx.com.
The Senior Deskside Support Analyst is primarily responsible for providing technical support to corporate VIP users. The ideal candidate is someone who is reliable, flexible, detail oriented, team player, “thinks outside the box” and has Executive IT support experience. This position will counted on to help provide “White Glove” service to Skechers Senior Management (e.g. C-Level, SVP, VP and Director) and may require occasional home visits at short notice. The Senior Deskside Support Analyst will also assist the Deskside Support team in provisioning equipment, break-fix, fulfilling user requests, as well relocating computer equipment when moves are requested. This a non-supervisory role.
Provide 24x7 support to corporate VIP users
Configure Executive’s personal devices, including laptops, desktops, mobiles, video and teleconferencing devices
Travel between local offices and occasional Executive home visits will be required at short notice
Able to work in a fast paced and high demand environment
Respond to service tickets in a timely and professional manner
Build, configure and support company computers, mobile devices, printers/copiers and related peripherals for all corporate employees
Create documentation and knowledge base articles
Strong problem solving, priority setting and collaboration skills
Conform with and abide by all instructions, policies, regulations, and work procedures
Other duties as assigned
7+ years in a Deskside Support role in an environment of 1000+ users
3+ years of experience working directly with C-Level, SVP, VP and Director level employees
Strong verbal and written communication skills, comfortable with a high visibility role
Demonstrated ability to analyze, diagnose and resolve hardware issues independently with minimal supervision.
Solid understanding of WAN, LAN, and VPN network protocols such as TCP/IP and network diagnostic tools and techniques
Individual must have the capacity to remain calm, considerate and tactful under stressful and unanticipated situations
Desire to provide the highest level of customer satisfaction
Self-motivated and proactive – able to work independently, identify opportunities and develop new ideas for efficiencies
Ability to perform in-depth research and troubleshooting for complex technical issues
Experience supporting Mac OS, Windows OS, Microsoft Office, Smart Phones, AV conferencing systems, Printers and PC hardware
Previous experience using ITSM tools for ticket tracking
A+, Network+, Microsoft Certified Professional (MCP), ITIL Foundations or other IT industry standard certification desirable
Valid driver’s license and reliable transportation
To perform this job successfully, an individual must be able to perform each essential duty 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.
While performing the duties of this job, the employee is regularly required to stand; use hands to finger, handle, or feel, and talk or hear. The employee frequently is required to walk; sit, reach with hands and arms, and stoop, kneel. The employee is occasionally required to sit for long period of times. The employee is regularly required to lift a 35 - 40lb dress form for garment evaluations.