IT Helpdesk Support

Alliance Consumer Growth, LLC; Los Angeles (CA); On-site; USD 100,000 - 110,000; Full time

Benefits offered by this job

Up to 100% Company Paid Healthcare

Fertility benefits

401(k) with up to 4% match

Unlimited PTO

LinkedIn Learning access

Employee discounts

Free weekly catered lunch at HQ

Dog-friendly office

Free swag giveaways

Annual Holiday Party

Annual Summer Party

Job summary

SKIMS seeks an IT Helpdesk Support - Retail to keep store tech running smoothly, handling POS, devices, and network issues. You’ll be the first contact for retail teams via phone, Slack, or email, resolving problems quickly and updating ticket status.

The role requires hands-on setup for openings and events and collaboration with cross‑functional teams. The ideal candidate has 3–5 years in retail IT support, strong customer service, and comfort with troubleshooting tools.

Qualifications

• 3–5 years of experience in IT helpdesk or technical support, ideally retail.
• Experience with POS systems, Shopify POS preferred, and Mac/iOS devices.
• Familiarity with remote troubleshooting tools and ticketing systems.
• Strong customer service orientation and clear communication.
• Ability to stay calm under pressure and respond with urgency in retail.

Responsibilities

• Provide first-line technical support to all SKIMS retail locations.
• 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 teams.
• Support onboarding/offboarding, including account provisioning.
• Escalate unresolved issues and drive to resolution.
• Maintain knowledge base and update common workflows.
• Track and close tickets in SKIMS' ticketing system.
• Monitor systems and identify issues affecting store performance.
• Assist in audits to ensure IT and security compliance.

Skills

Shopify POS

Mac/iOS

Remote ticketing tools

Zendesk/Jira

Customer service

Communication

Problem solving

Retail IT support

Tools

Zendesk

Jira

Shopify POS

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

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