DC IT Support Analyst - Priority Incident Leader

URBN; Kansas City (KS); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Medical, Dental, Vision

PTO

Employee discounts

Retirement savings

Job summary

URBN is seeking an IT Support Analyst to manage IT systems within the Distribution Center and provide desktop support across the enterprise. You will prioritize work with IT, serve as the main escalation contact for critical priority one issues, and collaborate with offsite support teams to maintain service levels.

The role requires a technical degree or 2+ years in desktop support, strong customer service, and experience with 3rd-party vendors for incident escalation and upgrades.

Qualifications

• Technical Degree in a computer related field or 2+ years experience in a desktop support role.
• Excellent customer service experience in critical production situations.
• Experience with 3rd-party vendors for incident escalation/resolution and upgrades.
• Networking experience with wired and wireless technologies including RF.
• Ability to manage several critical incidents and escalate as needed.

Responsibilities

• Serve as main point of contact for priority incidents within the DC campus.
• Daily prioritization of IT incidents and service requests.
• Collaborate with Distribution Center teams to improve IT service levels.
• Help enforce IT standards for hardware and DC support.
• Stay current on technologies related to production IT systems.
• Coordinate with offsite IT support teams as needed.

Skills

Customer service

Incident management

End-user training

Vendor coordination

Networking (wired/wireless/RF)

Critical incident handling

Education

Technical degree or 2+ years desktop support

Job description

URBN is seeking an IT Support Analyst to manage IT systems within the Distribution Center and provide desktop support across the enterprise. You will prioritize work with IT, serve as the main escalation contact for critical priority one issues, and collaborate with offsite support teams to maintain service levels.

The role requires a technical degree or 2+ years in desktop support, strong customer service, and experience with 3rd-party vendors for incident escalation and upgrades.