IT Helpdesk Support

SKIMS; Buffalo (NY); On-site; USD 100,000 - 110,000; Full time

Benefits offered by this job

Healthcare (medical, dental, vision)

401(k) with company match

Unlimited PTO

LinkedIn Learning access

Employee discounts

Free weekly catered lunch at HQ

Dog-friendly office on Thursday and Fr

Annual holiday party

Annual summer party

Invitations to pop-ups and company •

Snacks and beverages available

Job summary

SKIMS is seeking an IT Helpdesk Support – Retail to keep our stores running smoothly by delivering fast, thoughtful technical support for POS, devices, and network issues. You’ll be the first contact for store teams, resolving tickets and maintaining critical store tech operations.

You’ll support openings and events, collaborate with operations and facilities, and help with onboarding. Travel around 50% of the time is required; the role emphasizes customer service and proactive problem solving.

Qualifications

• 3-5 years of IT helpdesk or technical support in retail.
• Experience with POS systems, Shopify POS preferred, Mac/iOS devices, and mobile payments.
• Familiarity with remote troubleshooting tools and ticketing systems (Zendesk, Jira).
• Strong customer service orientation with excellent communication skills.
• Ability to stay calm under pressure in high-stakes retail situations.
• Flexible schedule, including evenings and weekends for key events.
• Highly organized, detail-oriented, proactive problem-solver.

Responsibilities

• Provide first-line technical support to all SKIMS retail locations via phone, Slack, ticketing, or email.
• Troubleshoot POS, mobile devices, printers, and network issues promptly.
• Assist with store tech setup for openings, relocations, and events.
• Collaborate with Retail Ops, Facilities, and Store Design to meet tech needs.
• Assist onboarding and offboarding, including account provisioning and hardware setup.
• Escalate unresolved issues and ensure resolution.
• Maintain knowledge base and update common support workflows.
• Track, update, and close tickets in SKIMS' system.
• Monitor systems and perform regular audits for IT and security compliance.

Skills

Retail IT support

POS systems

Shopify POS

Mac/iOS devices

Mobile payments

Zendesk

Jira

Customer service

Communication

Problem solving

Time management

Tools

Shopify POS

Zendesk

Jira

Remote troubleshooting tools

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 performanceAssist 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

Compensation: $100,000 - $110,000 / year