IT Support Specialist

Rent the Runway (RTR)  is transforming the way we get dressed by pioneering the world’s first Closet in the Cloud. Founded in 2009, RTR has disrupted the $2.4 trillion fashion industry by inspiring women with a more joyful, sustainable and financially-savvy way to feel their best every day. As the ultimate destination for circular fashion, the brand now offers infinite points of access to its shared closet via a fully customizable subscription to fashion, one-time rental or ownership. RTR offers designer apparel and accessories from hundreds of brand partners and has built in-house proprietary technology and a one-of-a-kind reverse logistics operation. Under CEO and Co-Founder Jennifer Hyman’s leadership, RTR has been named to CNBC’s “Disruptor 50” five times in ten years, and has been placed on Fast Company’s Most Innovative Companies list multiple times, while Hyman herself has been named to the “TIME 100” most influential people in the world and as one of People magazine’s “Women Changing the World.”

The IT team at Rent the Runway is the backbone of our company's success. We are a close-knit, innovative group that leverages AI to empower every department with best-in-class support. Our mission is to provide excellent customer service and a seamless technical environment, enabling our employees to disrupt the fashion industry and achieve our business goals.

We're looking for a proactive and customer-focused IT Specialist to join our dynamic team. In this role, you will be the face of IT for Rent the Runway at our Secaucus Warehouse, providing essential technical support and ensuring our employees have the tools they need to drive our mission forward.  In this role, you will work closely with the IT Site Lead to manage day-to-day work within Rent The Runway.  The ideal candidate is a go-getter, organized, and a 'people person' who is as comfortable with emerging AI tech as they are with customer service.  This person is both technical and customer service-oriented, and willing to get their hands dirty to get the job done.

• →Acting as the first point of contact, you will drive company-wide productivity by resolving technical issues across hardware, software, and network services—leveraging modern tools and AI-driven troubleshooting to ensure a seamless workflow for our creative and logistics teams.
• →Manage and prioritize incoming support requests using our ticketing system to ensure timely resolution and high customer satisfaction.
• →Friendly and courteous demeanour with an emphasis on strong customer service.
• →Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services.
• →Provide IT desktop support for Microsoft Windows, Apple MAC OS, Mobile devices, managed print endpoints and other emerging technologies.
• →Provide support to remote sites via remote control tools, as well as provide support to remote users.
• →Support Video Conferencing, Audio Video events, and video streaming.
• →Experience with Apple JAMF and Microsoft SCCM is a plus.
• →After hours, shift schedule, on-call and some weekend work are expected as required by business needs.

• 4 years IT Support experience.
• Degree in Information Systems or equivalent experience.
• You have solid analytical and problem-solving skills; proven ability to organize, manage, and complete multiple tasks in an efficient and timely fashion.
• You are comfortable navigating a fast-paced fulfilment environment and take pride in maintaining an organized, hazard-free workspace while managing IT assets and participating in projects across the warehouse floor.
• You possess the self-motivation to work independently and the collaborative spirit to thrive in a team environment, consistently building the stakeholder relationships necessary to drive IT success.
• You have the ability to manage multiple priorities and follow through on projects to completion.
• Active Directory Experience.
• Previous ticketing system experience (Jira knowledge is a plus).
• Experience with automated management and deployment (Jamf, SCCM, experience is a plus).
• You are an early adopter of AI tools and LLMs, constantly looking for ways to automate repetitive tasks and provide faster, more accurate solutions for our team.
• Experience with Mobile and Smart Devices (Android, Apple).
• Knowledge of Microsoft/Apple/Chrome Operating systems.
• Experience in troubleshooting VPN and remote connectivity/access issues.
• Fully adept with Microsoft Office and Google Workspace Apps.
• Basic understanding of network infrastructure, such as routers, firewalls, and switches.