What are the responsibilities and job description for the IT Support Analyst (32999) position at ORW USA INC?
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”).
Salary : $72,000