IT Help Desk Analyst
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Job Location:
Monthly Salary:
Posted on:
19 hours ago
Vacancies:
1 Vacancy
Job Summary
Position: IT Helpdesk Analyst
Department: Information Technology
Location:Calgary Alberta (Remote)
Job Type: Full-Time
About Us
At Chatters were not just a company were a community. Were 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.
Were looking for an IT Helpdesk Analyst to join our collaborative high-performing IT team. Youll 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. Youll 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.
Core Competencies
- 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.
Qualifications
- Diploma or degree in Information Technology Computer Science or related field (or equivalent experience).
- 13 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.
Required Experience:
Manager
Key Skills
- user account
- Active Directory
- Customer Service
- Information Technology
- desk support
- End user
- Project Management
- Phone Calls
- service levels agreement
- Desk Staff
- Ltil
- Procedures
- Setup
- hardware
- Technical Support
About Company
Chatters Hair Salon is Canada's #1 destination for hair services and professional hair products both in-store and online.
