IT Retail Support Analyst

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.Role OverviewThe IT Retail Support Analyst is responsible for delivering day-to-day technical support for Richemont’s Americas boutiques, ensuring retail technology remains reliable, secure, and fully operational. This role provides both onsite and remote support across stores, partners closely with internal IT teams to resolve escalated issues and contributes to infrastructure projects that improve the end-user experience and overall boutique operations.ResponsibilitiesCoordinate and support the IT scope for assigned Maison construction, renovation, and boutique improvement projects.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, maintaining accurate documentation, timely updates, and clear communication 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.Contributes 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.QualificationsRequired QualificationsStrong 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 Azure administration, including account and group management.Ability to analyze log files, document findings, and apply structured problem-solving techniques to resolve technical issues.Strong communication skills with both technical teams and end users, with the ability to provide clear status updates and support guidance.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.Preferred QualificationsKnowledge 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 StatesEmployee 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.