IT Helpdesk Agent

• Learning opportunities to help you grow and progress your career
• An unbelievable employee discount too good to post

As a
Helpdesk Agent, you will be part of a technical support Help Desk team, supporting our stores, Home Office and IT Services.

By providing excellent service to our internal customers and supporting their 1st and 2nd-level technical issues, you will be a key part of ensuring great experiences in our stores and online.

Reporting directly to the IT Manager, Operations, you will have the opportunity to build on your experience and implement solutions that support our service and results-driven culture.

• Guiding the user in a professional and courted manner while seeking to fully understand the issue from the user's perspective.
• Troubleshooting and resolving complex software and hardware issues, partnering with peers or external vendor support as required
• Accurately recording, categorizing, prioritizing and monitoring the status and progress all issues to resolution using the ticketing system, ensuring SLAs are being met
• Keeping users informed on the status and progression of their issues
• Escalating incidents as necessary per escalation policies and SLA's
• Performing daily, weekly and monthly operational and preventative maintenance tasks
• Providing support for hardware and software rollout projects including preparation of POS hardware and testing of various software solutions
• Collaborating with other Development teams to identify and resolve recurring issues and engage Management where necessary to escalate issues.
• Maintaining the inventory of companyowned hardware and installed software, managing software licensing and permissions, and systemic onboarding and offboarding of users.
• Documenting technical issues to build a knowledge base for future reference
• Staying up to date with system evolutions, in particular the ERP, POS, OMS, Shopify, SQL Database, and more.

• Excellent customerfocused communication skills while building a professional relationship with end users
• You are highly serviceoriented, with exceptional organizational and follow up skills
• Technically inclined, you are driven by a natural curiosity and keep up with technology changes
• Analytical you enjoy problem solving and being empowered to make decisions
• You thrive in a fastpaced work environment where solutions are not always clearly defined
• You are all in, with a willingness and ability to work flexible hours and overtime when required
• As needed, you are willing to travel to retail sites to assist with system installation and configuration

• Postsecondary education in computer science or related fields
• Previous roles supporting and training end users
• Working in a team environment
• Supporting Windows Operating Systems, Windows 10
• Experience with using and/or supporting two or more of the following:

• Retail Point of Sale systems
• Computer Hardware troubleshooting and staging for deployment
• Networking infrastructure & server maintenance
• Network security/firewall administration
• Proven ability to read and understand technical manuals, procedural documentation, and OEM guides
• Retail and customer service experience an asset

• Dental care
• Extended health care
• Life insurance
• Onsite parking
• Store discount
• Wellness program

• French not required

• Day shift
• Evening shift
• Monday to Friday
• Night shift
• Weekend availability

• Do you have postsecondary education in computer science or related fields?
• Have you previously had roles supporting and training end users?
• What is your salary expectation?
• Are you able to commute to our office 115 Applewood Crescent?