URBN Retail IT Support Analyst

Role Summary

URBN is looking for a Retail Support Analyst's whose primary mission is to ensure retail stores operate 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.

Role Responsibilities

• 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.

Role 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.

#LI-HP1

The Perks

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

EEO Statement

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.