IT Help Desk Analyst

Position: IT Helpdesk Analyst
Department: Information Technology
Location: Calgary, Alberta (Remote)
Job Type: Full-Time

About Us
At Chatters, we're not just a company — we're a community. We're passionate about beauty, technology, and creating exceptional experiences. As we continue to grow our national retail network and e-commerce presence, our success depends on reliable, secure, and people-focused IT support.
We're looking for an IT Helpdesk Analyst to join our collaborative, high-performing IT team. You'll be part of a group that values innovation, teamwork, and service excellence — ensuring our stores, warehouse, and corporate teams stay connected and supported every day.

Overview
Reporting to the Director of ERP & Systems, the IT Helpdesk Analyst provides first-line technical support to store associates, warehouse staff, field teams, and corporate employees across Chatters' network. This role supports hardware, software, POS, and network systems — helping ensure seamless operations in salons and distribution centers across the country.
The ideal candidate is approachable, patient, and thrives on helping others. You'll often work directly with salon teams through tools like Teams, FaceTime, or WhatsApp, guiding them through troubleshooting steps and ensuring a positive experience. Your retail understanding, clear communication, and hands-on technical skills will be key to your success.

Key Responsibilities
 

• Serve as the first point of contact for IT incidents, requests, and inquiries via phone, email, chat, or ticketing system.
• Troubleshoot and resolve issues related to POS systems, hardware, software, network connectivity, and peripherals across retail, warehouse, and corporate environments.
• Provide strong and enthusiastic phone and remote support, explaining technical solutions in clear, easy-to-understand terms.
• Support systems including Cisco Meraki, FortiGate, Intune, Apple Business Manager, Meraki MDM, and Rogers/Shaw/Bell VOIP portals.
• Use remote collaboration tools (Teams, FaceTime, WhatsApp) to help salon teams with setups, cable tracing, and connectivity fixes.
• Escalate complex issues to Level 2/3 or Systems Administration teams as required, maintaining detailed documentation.
• Log and manage tickets in the IT Service Management (ITSM) system, ensuring proper categorization, prioritization, and timely resolution.
• Contribute to IT knowledge base articles, user guides, and troubleshooting documentation.
• Monitor store network connectivity, POS uptime, and endpoint health; proactively identify and address recurring issues.
• Participate in the on-call rotation and provide after-hours support as needed to ensure operational continuity.
• Support technology rollouts, upgrades, and deployments across retail locations.
• Assist with troubleshooting integrations between systems such as ERP, WMS, POS, Accounting, and HR.

• Strong customer service mindset — able to communicate effectively and patiently with non-technical users.
• Excellent troubleshooting and analytical skills with attention to detail.
• Ability to balance multiple priorities and deliver consistent, high-quality support.
• Strong teamwork, accountability, and communication across departments.
• Enthusiastic about continuous learning, technology, and helping others succeed.

• Diploma or degree in Information Technology, Computer Science, or related field (or equivalent experience).
• 1–3 years of IT support experience, ideally in a retail or multi-site environment.
• Experience with Microsoft Azure.
• Strong knowledge of Windows, Office 365, Active Directory, and networking fundamentals.
• Experience with Cisco Meraki, FortiGate, and related network configurations.
• Familiarity with Intune, Apple Business Manager, and MDM tools.
• Comfortable working in an on-call support rotation and responding to time-sensitive incidents.
• Experience supporting POS systems and troubleshooting retail technology environments.
• Knowledge of integrations between ERP, WMS, POS, Accounting, and HR systems is an asset.

How to Apply
Ready to join our community? Submit your online application today
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Chatters prioritizes diversity, equity, and inclusion because we know it makes our company a better place to work and shop. We are committed to creating accessible environments for our team members, candidates, and customers.
Requests for accommodation due to a disability (visible or invisible, temporary or permanent) can be made at any stage of the application or employment process. We encourage candidates to share their accommodation needs so we can provide equitable opportunities.