IT Support Specialist

About this role

Urban Retail Ventures seeks a mid-level IT Support Specialist to keep our retail technology systems running smoothly. You'll provide technical support to store locations and maintain critical systems that power our operations. In this role, you'll troubleshoot hardware and software issues, manage user accounts and permissions, and ensure uptime across our retail network. You'll work collaboratively with IT Operations to resolve incidents quickly and document solutions for future reference.

Responsibilities

• Provide first- and second-level technical support to retail staff via phone, email, and ticketing systems
• Troubleshoot and resolve hardware, software, and network issues
• Maintain and update retail technology systems and point-of-sale (POS) equipment
• Manage user accounts, access controls, and security patches
• Document incidents and solutions; track metrics to improve support processes
• Collaborate with IT Operations team on system monitoring and preventive maintenance

Qualifications

• 3+ years of IT support or help desk experience
• Ability to communicate technical information clearly to non-technical users
• Experience with ticketing systems and IT service management tools
• High school diploma or equivalent; IT certification (A+, CompTIA) preferred
• Proficiency with Windows and/or macOS operating systems
• Strong troubleshooting and problem-solving skills