Support Analyst

Job Description

Job Description

KÜHL® is an independent, product-driven company with a desire for a life full of adventure and exploration. We provide high-quality, luxurious garments suitable for all types of outdoor activity. 

As a Support Analyst, you will help keep our headquarters, distribution center, web, and retail teams running smoothly — someone as comfortable solving a network issue as they are walking a store associate through a fix over the phone. You will be joining a small, close-knit IT team where you will pick up new skills and take on more as you go. 

Responsibilities 

• Provide support for hardware, software, peripherals, and network connectivity 
• Diagnose and resolve a wide range of issues, from routine requests to more complex or recurring problems 
• Configure, deploy, and maintain desktops, laptops, and point-of-sale hardware 
• Support Microsoft 365, Active Directory/Entra ID, and endpoint management tools. 
• Keep the ticketing system and asset inventory accurate and current, with a detail-oriented approach to documentation 
• Handle onboarding and offboarding tasks: account provisioning, equipment setup, and access management 
• Learn to assign and manage user permissions in our ERP system, and build a working understanding of KÜHL's business processes to support them effectively 
• Partner with the broader IT team on infrastructure projects, rollouts, and vendor coordination as needed 
• Coordinate work with outside contractors and managed service providers (MSPs) — logging and escalating tickets, tracking issues to resolution, and holding vendors to agreed response times 

Expectations 

• Clear, patient communicator who can walk non-technical staff through a fix, in person and over the phone 
• Project and Time management skills preferred. 
• Strong analytical skills, with the creativity to work through a problem when the standard solution doesn't cut it 
• Comfortable working independently and prioritizing across multiple open tickets 
• Reliable and responsive, including occasional evening or weekend work to support the distribution center's shifts and retail's ongoing schedule, with possible participation in an on-call rotation 
• Positive, solutions-oriented attitude, with a genuine drive to keep learning and take on higher-level systems as opportunities come up 
• AI enabler and cybersecurity enthusiast 
• Travel occasionally to retail locations for on-site support, or coordinate fixes remotely with store staff 

Qualifications 

• 1–3 years of experience in desktop or technical support, ideally in a multi-site or retail environment ? Solid working knowledge of Windows and macOS, Microsoft 365, and basic networking (DNS, DHCP, VPN) 
• Experience with endpoint management and ticketing systems 
• A+, Network+, or a similar certification preferred Physical Requirements Mix of desk-based troubleshooting and moving throughout the building and stores to assist staff directly Occasional lifting and carrying of computer equipment Requires the ability to communicate clearly and effectively by phone and in writing 

Benefits 

• Health, vision and dental insurance benefits start on the first of the month following 60 days of employment – Health is 100% paid for by KÜHL® 
• 401k with matching 
• Competitive compensation 
• Paid time off 
• Employee discount on KÜHL® products 
• Full workout gym on the KÜHL® campus 
• Daily lunches prepared by our in-house chefs 

We'd love to hear from you even if you don't check every box above — if this sounds like your kind of work, go ahead and apply. 

Equal Opportunity Statement: KÜHL® does not discriminate and only hires individuals authorized for U.S. employment.