IT Support Analyst

The IT Support Analyst is a technical contributor within the IT team responsible for independently diagnosing, troubleshooting, and resolving complex IT issues across a multi-location retail environment. The primary responsibility is to analyze, troubleshoot, and resolve issues end-to-end without reliance on scripted procedures or routine escalation. The role requires independent judgment, technical discretion, and advanced problem-solving skills to maintain operational continuity across retail location.

Duties & Responsibilities:

Independently diagnose and resolve complex hardware, software, networking, and application issues affecting retail operations

Own incidents through resolution, avoiding unnecessary escalation by applying technical judgment and experience

Analyze root causes of recurring issues and implement long-term corrective solutions

Support mission-critical retail systems including POS, workstations, printers, and mobile devices

Exercise discretion in determining troubleshooting approaches and remediation strategies

Develop and maintain technical documentation, SOPs, and internal knowledge articles

Collaborate with vendors and internal teams to resolve systemic or cross-functional issues

Recommend system improvements, automation, and process enhancements

Required Qualifications

Bachelor’s degree in information technology, Computer Science, or related field preferred or relevant experience

2+ years of experience in IT support or systems analysis beyond entry-level help desk

Demonstrated ability to independently troubleshoot and resolve complex IT issues

Strong knowledge of Windows operating systems and Microsoft 365

Experience supporting retail IT environments

Strong analytical, documentation, and communication skills

Work Environment:

Office-based role supporting retail locations

Occasional lifting of IT equipment (up to 25 lbs.)

Standard business hours with possible participation in planned maintenance or issue resolution outside normal hours

ORW | 4WP is an EEO/AA - W/V/D/M and is proud of our diverse employee population. Employment offers include a requirement for successful completion of a background investigation. We use E-Verify to determine employment eligibility for all new employees. E-Verify is a joint effort among employers, the U.S. Social Security Administration (“SSA”) and U.S. Department of Homeland Security (“DHS”).