Job description

SKIMS is a solutions-oriented brand creating the next generation of underwear, loungewear, and shapewear. We set new standards by providing high-quality, inclusive products that support everybody. We’re disrupting the industry and redefining the future of fashion, and we’re looking for passionate, proactive team members to help drive our technology forward in retail. About the Role As IT Helpdesk Support – Retail, you’ll play a key role in ensuring our SKIMS retail stores run seamlessly by delivering fast, thoughtful, and effective technical support. You’ll be the first point of contact for store teams needing assistance with point-of-sale systems, mobile devices, network connectivity, and retail-specific tools. Your ability to troubleshoot efficiently and prioritize support tickets will directly impact the in-store customer experience. Key Responsibilities • Provide first-line technical support to all SKIMS retail store locations via phone, Slack, ticketing system, or email • Troubleshoot and resolve POS, mobile device, printer, and network issues in a timely manner • Assist with store technology setup and support for new store openings, relocations, and events • Collaborate with Retail Operations, Facilities, and Store Design teams to ensure technology needs are met • Support onboarding and offboarding of retail team members, including account provisioning and hardware setup • Escalate unresolved issues to appropriate IT team members and follow through to resolution • Maintain IT knowledge base and update documentation for common support workflows • Track, update, and close tickets using SKIMS' internal ticketing system • Monitor systems and proactively identify issues that may impact store performance • Assist in regular audits to ensure compliance with IT and security protocols Skills, Knowledge and Expertise • 3-5 years of experience in IT helpdesk or technical support, ideally supporting retail environments • Experience with POS systems (Shopify POS strongly preferred), Mac/iOS devices, and mobile payment systems • Familiarity with remote troubleshooting tools and ticketing systems (e.g., Zendesk, Jira) • Strong customer service orientation with excellent verbal and written communication skills • Ability to stay calm under pressure and respond with urgency in high-stakes retail situations • Flexible schedule, with occasional availability on evenings and weekends during key retail events • Highly organized, detail-oriented, and a proactive problem-solver Preferred • Experience supporting fast-growing or high-volume retail environments • Knowledge of networking basics (Wi-Fi, routers, VPN) • Comfortable working with tools and penchant for being handy • Experience with RFID technology in a retail environment • Must haves 50% of travel Benefits, Culture and Perks Benefits and Culture • Up to 100% Company Paid Healthcare (medical, dental, vision) • Kind Body Fertility Benefits • 401(k) savings plan with up to 4% match • Unlimited PTO • Full Access to LinkedIn learning • Employee Discounts Perks (HQ Location) • Free weekly catered lunch at HQ – M/T/W/Th • Dog-Friendly office on a Thursday and Friday • Free Swag Giveaways • Annual Holiday Party • Annual Summer Party • Invitations to pop-ups and other company events • Complimentary daily office snacks and beverages

Requirements

Must-haves

Provide first-line technical support to all SKIMS retail store locations via phone, Slack, ticketing system, or email
Troubleshoot and resolve POS, mobile device, printer, and network issues in a timely manner
Assist with store technology setup and support for new store openings, relocations, and events
Collaborate with Retail Operations, Facilities, and Store Design teams to ensure technology needs are met
Support onboarding and offboarding of retail team members, including account provisioning and hardware setup
Escalate unresolved issues to appropriate IT team members and follow through to resolution
Maintain IT knowledge base and update documentation for common support workflows
Track, update, and close tickets using SKIMS' internal ticketing system
Monitor systems and proactively identify issues that may impact store performance
Assist in regular audits to ensure compliance with IT and security protocols
Skills, Knowledge and Expertise
3-5 years of experience in IT helpdesk or technical support, ideally supporting retail environments
Familiarity with remote troubleshooting tools and ticketing systems (e.g., Zendesk, Jira)
Strong customer service orientation with excellent verbal and written communication skills
Ability to stay calm under pressure and respond with urgency in high-stakes retail situations
Flexible schedule, with occasional availability on evenings and weekends during key retail events
Highly organized, detail-oriented, and a proactive problem-solver
50% of travel
Benefits, Culture and Perks

Nice-to-haves

Experience with POS systems (Shopify POS strongly preferred), Mac/iOS devices, and mobile payment systems
Experience supporting fast-growing or high-volume retail environments
Knowledge of networking basics (Wi-Fi, routers, VPN)
Comfortable working with tools and penchant for being handy
Experience with RFID technology in a retail environment

Application prep

Use the role’s language and application details while tailoring your materials.

Keywords to mirror

jira

Platform: pinpoint
Effort: medium

Benefits

Benefits detected in the listing.

Dental

Vision

401(K)

Pto