[Hiring] Retail IT Support Analyst @Urban Outfitters

Role Description

URBN is looking for a Retail IT Support Analyst that will primarily be responsible for retail stores operating without disruption. This role serves as the first point of contact for store teams, resolving technical issues that impact day-to-day operations. This is a fast-paced, hands-on position requiring high responsiveness, clarity, and consistent follow-through.

• 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.

Qualifications

• Solid understanding of Windows operating systems, basic networking, and general computer operations.
• Experience with IT ticketing systems and issue tracking software is highly preferred.
• Excellent written and verbal communication skills, with the ability to clearly translate technical steps for non-technical retail users.
• Strong analytical problem-solving skills with a genuine enthusiasm for finding root causes.
• High adaptability and the ability to pivot quickly in a fast-paced, highly reactive support environment.
• A highly collaborative, team-first mentality.
• A strong sense of ownership and pride in driving issues to complete resolution.

Benefits

• Comprehensive medical, dental, and vision coverage.
• Paid time off (PTO).
• Generous employee discounts.
• Retirement savings options.
• Additional benefits may vary based on location and employment status.