IT Support Specialist - Retail

AKIRA IT Support Specialist - Retail

In 2002, AKIRA opened the doors to its first women's clothing boutique in Chicago. Since then, the company has extended its reach to 40+ stores across the United States, as well as a thriving eCommerce business (AKIRA.com). AKIRA is extremely well-poised for sustained growth as we continue to build a nationally recognized brand.

AKIRA's culture has one very large, distinct difference from other fast-fashion competitors: Other-Worldly Customer Service and Fanatical, Obsessive Attention to the consumer's needs and desires. The core principle for all employees at AKIRA is to Act and Think Like an Owner, and this belief can be reflected across all areas of the company.

The Position: IT Support Specialist - Retail

Location: HQ - Chicago, IL (On-Site)

Position Overview:

AKIRA is seeking an IT Support Specialist to ensure the smooth operation of our store-level technology systems. Reporting directly to the IT Manager, this role is pivotal in maintaining and troubleshooting IT infrastructure at the store level, ensuring minimal disruptions to business operations. This is an ideal position for a self-sufficient, experienced IT professional who excels in hands-on technical support and problem-solving in a fast-paced retail environment.

Essential Functions

• Provide comprehensive support for store-level IT systems, including troubleshooting hardware, software, and network issues.

• Serve as the primary point of contact for store IT issues, ensuring prompt resolution of escalated technical problems.

• Manage IT tickets via the Service Desk system (Freshservice), handling more complex issues independently.

• Maintain and troubleshoot a variety of store-level hardware devices, including POS systems (Shopify), printers, scanners, and tablets.

• Perform hardware and software upgrades, updates, and maintenance to ensure store systems are always running at optimal performance.

• Monitor and administer store networks, resolving connectivity issues and maintaining network security.

• Administer users and permissions in Active Directory, ensuring accurate and up-to-date access for store staff.

• Deploy and manage IT equipment in retail locations, ensuring proper setup and functionality.

• Stay informed on system updates and industry trends to improve support efficiency and recommend potential enhancements.

• Participate in an on-call support rotation, handling store-related IT issues during evenings and weekends as needed.

• Troubleshoot network issues, including replacing and configuring access points and firewalls.

• Understand network protocols and provide technical support to store associates to maximize system uptime.

Qualifications

• Bachelor's degree in Computer Science, Information Systems, or a related field, or equivalent professional experience.

• 3–5 years of hands-on experience providing IT support in a retail, eCommerce, or similar environment.

• Ability to work independently, prioritize tasks, and manage multiple issues simultaneously in a fast-paced retail setting.

• Strong problem-solving skills with the ability to troubleshoot complex IT issues with minimal supervision.

• Excellent written and verbal communication skills to collaborate effectively with store staff and the broader IT team.

The Ideal Candidate

• Knowledge of POS systems (Shopify preferred), IT ticketing systems, and networking, including routers, switches, and firewalls (Cisco Meraki preferred).

• Demonstrates a proactive approach to identifying and resolving store-level IT issues.

• Has a strong understanding of retail IT systems and processes, with the ability to minimize operational disruptions.

• Exhibits e