IT Analyst - Marketplace Partnership

At Front Row, we partner with leading brands to accelerate their ecommerce growth. We leverage our capabilities and proprietary technology to design, market, distribute and accelerate brands on a global scale. We’re continually cultivating functional areas of expertise and retaining the highest caliber of talent — while sharing knowledge and data, creating efficiencies, and looking at every aspect of our client’s business from a 360 perspective. We work effectively to give every client the hands-on support, niche knowledge, and first-access they need to win in the world’s most competitive commerce markets and make each of our six capabilities the first to act on the next big things.

We live for the exchange of energy between brands and audiences, you should too, and we’ve made it our mission to expand every brand’s market share and heart share. Because we believe every transaction has the potential to be transformational.

We leverage data-driven insights from Catapult, our proprietary technology, and our deep understanding of marketplaces like Amazon, Walmart.com, TikTok Shop, to craft strategies unique to each brand we work with while protecting their pricing and channel strategies at every lifecycle stage and in any global market.

We’re looking for a hands-on Desktop Support Technician to be the face of IT in our NYC office, supporting day-to-day operations in a fast-paced, creative environment.

Our IT support team plays a key role in keeping the business running smoothly. In this role, you’ll be the go-to person for technical support, helping employees stay productive, solving problems quickly, and ensuring a seamless in-office and remote experience.

Description

End-User Support

• Provide Tier 1 and Tier 2 support via ticketing systems, Slack, email, and in-person interactions

• Troubleshoot hardware, software, and access issues across Mac and Windows environments

Device & User Management

• Handle hardware setup, configuration, and maintenance for employee devices

• Support onboarding and off-boarding, including account setup and MDM enrollment

• Maintain an accurate inventory of IT assets and licenses

Office & Infrastructure Support

• Support conference room AV systems, shared devices, and office connectivity

• Assist with basic networking issues, including Wi-Fi and VPN troubleshooting

Security & Maintenance:

• Assist with system updates, patching, and endpoint compliance

• Follow IT security best practices and escalate risks when identified

Collaboration & Documentation:

• Escalate complex issues to the IT Manager and coordinate with external vendors

• Document processes, troubleshooting steps, and common resolutions

Qualifications & Experience

• 2–4 years of desktop or IT support experience in a professional environment

• Strong knowledge of macOS and Windows 10/11

• Familiarity with Google Workspace, MDM tools, and ticketing systems

• Basic understanding of networking concepts (Wi-Fi, DNS, VPN)

Preferred Qualifications

• Experience supporting hybrid or remote teams

• Familiarity with Aruba or Fortinet environments

• Exposure to Azure AD or SSO platforms

• Relevant certifications such as CompTIA A+ or Google IT Support

Key Skills & Attributes

• Strong customer-service mindset and communication skills

• Ability to prioritize and manage tasks in a fast-paced environment

• Detail-oriented with strong organizational skills

• Reliable, proactive, and solutions-focused

Benefits:

• Health, dental, and vision

• PTO

• Summer Fridays

• Wellness and commuter benefits

• Work with a fun, consultative team of experts

• Location - headquartered in SoHo, New York City with offices in San Diego, Hamburg and Bratislava

Salary: $85,000 - $105,000