Retail IT Support Specialist: Fast, Uptime-Driven

URBN (Urban Outfitters, Anthropologie Group, Free People & Nuuly); Philadelphia (Philadelphia County); On-site; USD 60,000 - 76,000; Full time

Benefits offered by this job

Medical insurance

Dental & Vision coverage

PTO and retirement savings

Job summary

URBN is seeking a Retail Support Analyst to ensure storefront operations run smoothly. You will be the first point of contact for store teams, perform initial troubleshooting, and escalate when needed to minimize downtime.

The role is fast-paced and hands-on, requiring clear communication and prompt follow-through. You will document all tickets, monitor support channels for outages, and share insights with engineering to improve knowledge bases.

Qualifications

• Proficient with Windows OS and basic networking.
• Experience with IT ticketing/issue-tracking software.
• Excellent written and verbal communication, able to explain technical steps to non-technical users.

Responsibilities

• Act as the primary point of contact for store tickets and calls, performing initial troubleshooting or escalation.
• Prioritize high-impact issues to stabilize operations and minimize downtime.
• Document all tickets clearly and timely.
• Monitor support channels for outages and potential widespread impacts.
• Identify patterns and escalate to engineering/resolution teams.

Skills

Windows OS

Networking basics

IT ticketing systems

Communication skills

Tools

IT ticketing systems

Job description

URBN is seeking a Retail Support Analyst to ensure storefront operations run smoothly. You will be the first point of contact for store teams, perform initial troubleshooting, and escalate when needed to minimize downtime.

The role is fast-paced and hands-on, requiring clear communication and prompt follow-through. You will document all tickets, monitor support channels for outages, and share insights with engineering to improve knowledge bases.