Note: The job is a remote job and is open to candidates in USA. URBN is seeking a Retail IT Support Analyst to support the reliable operation of its retail stores. The role serves as the first point of contact for technical issues, providing troubleshooting, ticket management, outage monitoring, escalation, documentation, and communication with store teams.
Responsibilities
- Act as the primary point of contact for incoming store tickets and phone calls, performing initial troubleshooting to either resolve the issue or escalate as appropriate
- Prioritize and take ownership of high-impact, time-sensitive issues to stabilize operations and minimize store downtime
- Maintain clear, accurate, and timely documentation on all assigned tickets
- Actively monitor support channels to stay informed of outages and potential widespread impacts
- Identify issue patterns and escalate trends to the appropriate engineering or resolution teams
- Contribute insights and observations to the team’s knowledge base to assist in maintaining accurate support resources
- Maintain professional and respectful communication with store teams, setting accurate expectations and providing routine status updates
Skills
- Solid understanding of Windows operating systems, basic networking, and general computer operations
- Excellent written and verbal communication skills, with the ability to clearly translate technical steps for non-technical retail users
- Experience with IT ticketing systems and issue tracking software is highly preferred
Benefits
- Remote work
- Medical benefits, subject to location and employment status
- Dental benefits, subject to location and employment status
- Vision benefits, subject to location and employment status
- PTO, subject to location and employment status
- Generous employee discounts, subject to location and employment status
- Retirement savings, subject to location and employment status
Company Overview