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IT Support Specialist

2 months ago

Gap, Pennsylvania, United States URBN Full time
Job Summary

URBN is seeking a skilled IT Support Specialist to oversee day-to-day operations and support for all activities surrounding incident management and delivery of Service Level Agreements (SLAs) for retail stores and corporate office users.

Key Responsibilities
  • Incident Management: Manage incoming tickets through various channels, providing initial troubleshooting and triaging, and either resolving or escalating as necessary.
  • SLA Delivery: Respond to all incident requests from stores and business partners to meet or exceed established Service Level Agreements (SLAs).
  • Team Collaboration: Maintain day-to-day contact with team members to identify issue trends and areas for improvement.
  • Process Improvement: Familiarize and contribute to continuous improvement methodologies in day-to-day policies and procedures with other IT Support teams to provide decreased incidents from retail stores and corporate office users.
  • Customer Focus: Demonstrate a customer-focused approach with the ability to remain positive and professional in difficult situations.
  • Dependability and Flexibility: Be dependable, flexible, and show a strong work ethic.
Requirements
  • Technical Knowledge: Basic understanding of Windows operating systems and general computer operations.
  • Problem Analysis: Capable problem analysis skills.
  • Teamwork: Ability to function as a team member in a fast-paced support environment.
  • Communication: Excellent oral and written communication skills.
  • Ownership and Pride: High sense of pride in driving issues to resolution, ownership in delivering excellent service, and ability to recognize trending issues with recommendations for resolution.
  • Problem-Solving Enthusiasm: Enthusiasm about problem-solving.
  • Team Player: Must be a team player.
  • Physical Demands: Ability to lift up to 50 pounds.