IT Retail Support Analyst

Reference code: JR134034

Richemont owns some of the world's leading luxury goods Maisons, with particular strengths in jewellery, fine watches and premium accessories. Each Maison represents a proud tradition of style, quality and craftsmanship and Richemont seeks to preserve the heritage and identity of each of its Maisons. At the same time, we are committed to innovation and designing new products which are in keeping with our Maisons' values, through a process of continuous creativity.

At Richemont Americas, we aspire to reflect the ever-changing world around us. We are proud to employ talent from many different backgrounds, experiences, and identities to build a continually evolving, inclusive community where the diversity of our colleagues and clients is rich and celebrated. We believe when inclusion is fully embraced and empowered, creativity and knowledge emerge to deliver excellence, advancing the community that is uniquely Richemont Americas.

IT Retail Support Analyst

Technology | Shelton, CT

Reports to: Manager, IT Retail Systems

Role Overview

The IT Retail Support Analyst delivers onsite and remote technical support for Richemont boutiques across the Americas, helping ensure that retail technology remains reliable, secure, and fully operational. The role resolves day-to-day incidents, coordinates escalations with internal IT teams, and supports infrastructure and retail expansion projects that strengthen the end-user experience and boutique operations.

Responsibilities

• Coordinate the assigned IT workstream for Maison retail expansion projects, including planning, stakeholder alignment, implementation support, and operational handover.
• Provide onsite and remote technical support for retail boutiques across the Americas, ensuring end-user devices, peripherals, and store systems remain fully operational.
• Troubleshoot and resolve hardware, software, and connectivity issues in a timely manner, escalating complex incidents to appropriate support teams when needed.
• Manage support requests through the ticketing system from intake through closure, maintaining accurate records, providing timely updates, and communicating clearly with end users and stakeholders.
• Support Windows-based PCs, laptops, tablets, mobile devices, printers, and other retail technology used in boutique operations.
• Use knowledge base articles, technical documentation, and established support processes to diagnose issues and implement effective solutions.
• Contribute to the creation, review, and maintenance of IT support documentation, standards, and operational procedures.
• Stay current on relevant retail technology trends, tools, and support practices to continuously improve service quality and operational efficiency.

Qualifications

Success in this role requires a service-oriented analyst who can work independently in boutique environments, communicate clearly with technical and nontechnical stakeholders, and balance incident resolution with planned project work. The analyst must be comfortable traveling regularly, adapting to changing priorities, and protecting the customer experience while technical work is completed.

Required Qualifications

• Strong knowledge of PC hardware and software installation, troubleshooting, diagnosis, and repair.
• Hands-on experience supporting Windows 11 devices and the Microsoft 365 ecosystem.
• Experience supporting iOS devices and common retail technology peripherals.
• Basic understanding of networking concepts and the ability to perform first-level network troubleshooting.
• Working knowledge of Active Directory and relevant Microsoft Azure administration capabilities, including user account and group management.
• Ability to analyze log files, document findings, and apply structured problem-solving techniques to resolve technical issues.
• Ability to communicate effectively with technical teams and end users by providing clear status updates, practical support guidance, and appropriate escalation information.
• Strong organizational, analytical, and time-management skills, with the ability to manage multiple priorities effectively.
• Experience imaging devices and preparing equipment for new hires, store rollouts, or technology refresh activities.
• Ability and willingness to travel up to 50% of the time to support boutiques and assigned projects across the Americas.

Preferred Qualifications

• Knowledge of Cisco Meraki hardware and basic wireless or network troubleshooting in a retail environment.
• Experience with Citrix, Intune, SCCM, or similar enterprise endpoint management tools.
• Previous experience supporting boutique, retail, or customer-facing environments where uptime and responsiveness are critical.
• Exposure to supporting IT activities related to store openings, renovations, or construction projects.

Richemont offers a generous compensation and benefits package for eligible employees. Only candidates selected for further consideration will be contacted.

We Offer - United States

Employee wellbeing is a top priority at Richemont. We offer a comprehensive benefits program to support employees and their loved ones. Our core benefits include medical, dental, and vision programs. Health savings and flexible spending accounts are also available. The company offers income protection solutions including life insurance, disability benefits, and 401(k) with employer match. Understanding the importance of work-life balance, our total rewards include paid time off, a wellness reimbursement benefit, and access to the employee assistance program. Employees are encouraged to make a difference in their local communities with volunteer days off, supporting initiatives that drive change.

At Richemont, We Craft the Future!

Salary will be determined based on relevant skills and experience.

#Richemont #WeCraftTheFuture

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