IT Systems Analyst

At Rowan, we are all about making ear piercing experiences a celebration full of joy! Rowan is an innovative ear‑piercing and hypoallergenic jewelry brand that brings safety to the forefront with our team of licensed nurses—and celebration to every customer with our joyful approach to piercings and jewelry. Our priority is to offer a fun, celebratory, and safe ear piercing experience for everyone.

When we say piercing for all, we mean it. Everybody is invited to this ear party!

Rowan is looking for an IT Systems Analyst that will serve as the main point of contact for all IT‑related queries, offering first‑line support via phone, email, and ticketing systems. The IT Systems Analyst will be responsible for diagnosing and resolving hardware and software problems, assisting with software installations and updates, handling password resets, and managing user accounts to maintain security.

They troubleshoot basic network connectivity issues and provide remote support for laptops, iPads, and point‑of‑sale devices, ensuring prompt resolution of user issues through excellent customer service. Additionally, they create and maintain documentation for troubleshooting and solutions. The IT Systems Analyst ensures compliance with IT policies and manages IT assets.

• Act as the initial point of contact for all IT‑related inquiries via various communication channels (phone, email, ticketing system), providing timely and friendly responses to resolve issues within SLA or escalating them to 3rd party vendors when necessary.
• Support end‑to‑end internet and phone service installations across multiple locations, ensuring timely activation.
• Diagnose and resolve hardware and software problems related to desktops, laptops, printers, mobile devices, and other IT equipment, ensuring minimal downtime and disruptions for end‑users.
• Assist users with software installations, updates, configurations, and troubleshoot issues related to operating systems, productivity applications, and custom software.
• Handle password reset requests and user account management to maintain security and access controls.
• Provide excellent customer service skills in a fast‑paced environment. Talk end‑users through their difficulties and turn the situation into a positive experience.
• Create and maintain detailed documentation for common issues, troubleshooting steps, and solutions, aiding the knowledge base for both the team and end‑users.
• Conduct small‑group or one‑on‑one training sessions to help users become proficient IT systems.
• Provide on‑call remote assistance to off‑site employees, ensuring their technical needs are met promptly and efficiently.
• Ensure users adhere to firm IT policies and procedures, assisting in enforcing security protocols and compliance requirements.
• Provide backup support to monitor and manage IT assets, including hardware and software inventory, and maintain accurate records of equipment issued to users.
• Other duties as assigned.

• 2–4 years of experience providing remote support to field users.
• 1–3 years of experience working with store point‑of‑sale systems and related hardware.
• Proficiency with operating systems (Windows, macOS) and common software applications.
• Basic networking knowledge (IP addressing, DNS, DHCP), VOIP, and wireless network setup.
• Strong understanding of Google Workspace.

• Experience in remote support.
• Knowledge of computer hardware and peripherals.
• Proficiency with operating systems and networking.
• Knowledge of cybersecurity best practices and data protection regulations.
• Excellent communication and customer service skills.
• Strong analytical thinking and problem‑solving abilities.
• Attention to detail and thorough documentation skills.
• Ability to manage time effectively and handle multiple tasks.
• Flexibility and willingness to learn new technologies.

$65,000 - $75,000 a year

Rowan is an innovative ear‑piercing and hypoallergenic jewelry brand that brings safety to the forefront with our team of licensed nurses—and celebration to every guest with our joyful approach to piercings and jewelry. Our brick‑and‑mortar locations across the US also provide…