IT Application & Support Analyst at Chrome Hearts – Hollywood, California

CHROME HEARTS®, the Fine Jewelry, Accessories, Shoes, Fragrance & Home Goods company renowned for its sophisticated life-inspired designs, was conceived in 1988 by Richard Stark in Los Angeles. Honoring a commitment to quality materials and timeless design, CHROME HEARTS® now has thirty+ stores across North America, Europe, and Asia, and can be found in the most exclusive boutiques around the world.

SUMMARY/OBJECTIVE

This is a hands-on, high-ownership IT support role for someone who moves comfortably between worlds: the polished environment of a luxury retail boutique, the pace of a corporate office, and the demands of a production floor.

You'll be the primary IT contact for our boutique stores, ensuring the technology behind every client interaction is invisible and flawless. You'll also support corporate staff and factory employees through a centralized help desk and contribute directly to IT projects — from system rollouts to infrastructure improvements — often working independently to see them through.

This role suits someone who takes pride in their work, communicates clearly without jargon, and holds themselves to a high standard whether they're managing a POS outage or documenting a ticket.

ESSENTIAL FUNCTIONS

Retail Store Support (Primary Focus)

• Serve as the go-to IT resource for boutique store managers and staff across all locations
• Troubleshoot and maintain Microsoft Dynamics 365 Commerce (POS) and all associated peripherals — barcode scanners, receipt printers, label makers, and tablets
• Support in-store iPads and iPhones used for clientelling and inventory management
• Coordinate hardware refreshes and software updates with minimal disruption to store operations
• Maintain clean, organized back-of-house tech setups consistent with Chrome Hearts' standards

Corporate & Factory Help Desk

• Manage and resolve incoming tickets from corporate users and factory employees covering Windows/macOS endpoints, business applications, and connectivity
• Triage and document application issues; escalate when appropriate
• Execute onboarding and offboarding — ensuring accounts, hardware, and access are ready on day one
• Track hardware inventory and assist with software license renewals and system documentation

IT Projects & Infrastructure

• Contribute to IT projects including system deployments, application rollouts, and infrastructure upgrades
• Work independently to drive assigned project tasks to completion on time
• Collaborate with the LA-based IT team to align on standards and flag complex issues proactively
• Maintain accurate documentation throughout — configurations, changes, and project notes

QUALIFICATIONS

• Operating Systems: Windows 10/11, macOS, iOS
• Applications: Microsoft 365 (Teams, Outlook, SharePoint), Dynamics 365 (POS/ERP preferred)
• Device Management: MDM platforms, Intune preferred
• Hardware: Thermal printers (Zebra/Epson), tablets, desktop workstations
• Networking: LAN/WAN fundamentals; experience with tools like Cisco Meraki a plus
• Retail-aware. You understand that a down terminal in a luxury store is never just a tech problem — it affects the client experience, and you treat it accordingly.
• Independent. You manage your own workload, follow through without being chased, and know when to escalate versus when to solve.
• A clear communicator. You write clean tickets, give concise updates, and can explain technical issues to anyone — a sales associate, a factory manager, or a VP.
• Detail-oriented. You care about how the work is done: tidy cable runs, accurate documentation, thorough testing.
• Experienced. 3–5 years in a multi-site IT support or help desk role, with retail or manufacturing exposure preferred.

BENEFITS

• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

ADDITIONAL INFORMATION

Chrome Hearts provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.