IT Helpdesk Support – Retail

About the role

As an IT Helpdesk Support – Retail you will be the first point of contact for SKIMS store teams, providing fast and effective technical assistance for point‑of‑sale systems, mobile devices, printers, and network connectivity. You will support locations in Los Angeles and New York City, assist with new store openings, relocations and events, and ensure that technical issues do not disrupt the in‑store customer experience.

Key responsibilities

• Provide first‑line technical support via phone, Slack, ticketing system, or email.
• Troubleshoot and resolve POS, mobile device, printer, and network issues promptly.
• Assist with technology setup for new store openings, relocations, and special events.
• Collaborate with Retail Operations, Facilities, and Store Design teams to meet technology needs.
• Support onboarding and off‑boarding of retail staff, including account provisioning and hardware setup.
• Escalate unresolved issues to appropriate IT specialists and follow through to resolution.
• Maintain and update the IT knowledge base and documentation.
• Track, update, and close tickets using the internal ticketing system.
• Monitor systems proactively to identify issues that could affect store performance.
• Participate in regular audits to ensure compliance with IT and security protocols.

Required profile

• 3–5 years of experience in IT helpdesk or technical support, preferably in a retail environment.
• Strong customer‑service orientation with excellent verbal and written communication.
• Ability to stay calm under pressure and respond quickly during high‑stakes retail situations.
• Flexible schedule with occasional evenings and weekends for key retail events.
• Highly organized, detail‑oriented, and proactive problem‑solver.

Required skills

• Shopify POS (or similar POS platforms).
• Mac/iOS devices.
• Mobile payment systems.
• Remote troubleshooting tools.
• Ticketing systems such as Zendesk or Jira.
• Basic networking knowledge (Wi‑Fi, routers, VPN).
• Experience with RFID technology in a retail setting.

What we offer

• Competitive salary range of $100,000‑$110,000 per year.
• Up to 100% company‑paid medical, dental, and vision insurance.
• Fertility benefits and other wellness programs.
• Travel opportunities (up to 50% of time) supporting multiple store locations.
• Inclusive, fast‑growing company culture focused on innovation and employee growth.