URBN IT Support Analyst

URBN is hiring an IT Support Analyst who is responsible for providing frontline technical support to retail store teams across all brands. This role focuses on incident management, troubleshooting, and escalation to ensure issues are resolved quickly and effectively. Analysts play a key part in maintaining store technology uptime, documenting resolutions, and contributing to continuous improvement of support processes.

• Managing incoming tickets from retail stores through the service portal, phone, and email
• Providing initial troubleshooting and triage, then either resolving or escalating to the appropriate support team or vendor as necessary
• Documenting resolutions and contributing to the Store Support knowledge base to improve efficiency and reduce recurring incidents
• Maintaining daily communication with team members to share updates, coordinate escalations, and monitor issue trends across brands
• Remaining positive and professional in challenging or high pressure situations
• Demonstrating dependability, flexibility, and a strong work ethic while adapting to changing priorities in a fast paced retail environment
  

• Solid understanding of Windows operating systems and general computer operations
• Strong analytical and problem solving skills
• Clear and professional oral and written communication skills
• Demonstrated ownership in driving issues to resolution with a focus on excellent service and identifying trends for improvement
• Collaborative team player who contributes positively to shared goals in a fast paced support environment
• Enthusiasm for problem solving and continuous learning
• Ability to safely lift and transport equipment weighing up to 50 pounds

#LI-AZ1

URBN offers comprehensive Perks & Benefits to employees. Availability and eligibility to specific benefits may be subject to your location and employment status. Benefits include medical, dental, vision, PTO, generous employee discounts, retirement savings and much more! For additional information visit www.urbn.com/work-with-us/benefits

URBN celebrates diversity and is committed to creating an inclusive environment for all employees. We are proud to provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, sex (including gender, pregnancy, sexual orientation, and gender identity or expression), religion, creed, age, physical or mental disability, national origin or ancestry, ethnicity, citizenship, service in the uniformed services, genetic information, or any other protected characteristic as established by law. We believe strongly in fostering a safe, fair and respectful work environment. To ensure compliance with our non-discrimination and anti-harassment policies, we offer anti-harassment training to managers and employees.