IT Support Specialist

Why Homes Alive Pets

This isnt your average pet store. Our stores are community hubs built on a belief in a higher standard for pet care and our team is the reason why. We take a brand-agnostic knowledge-over-upselling approach focusing entirely on getting to know each guest and their pet and empowering confident decisions.

Our mission is to add value to every life. That means our guests and their pets our employees our communities and the people who keep everything running behind the scenes.

Job Title

IT Support Specialist

Direct Report

IT Manager

Location

St NW Edmonton AB T6H 2K1

Summary

Were building out our internal IT support desk and looking for a driven IT Support Specialist to be the first point of contact for our stores and head office. Youll keep our people and systems running smoothly resolving day-to-day issues managing devices and accounts and delivering support that our team can count on.

This role is a strong fit for someone with 13 years of IT experience who is hungry to grow. Youll work closely with the IT Manager build broad exposure across retail IT and have a clear path forward as our team expands.

Note that this role includes on-call coverage (6 AM11 PM MST) with occasional evenings and weekends required.

Qualifications

• 13 years of experience using or supporting IT applications or services at the business level.
• Valid drivers license and access to a vehicle travel to store locations is required.
• Availability for on-call coverage (6 AM11 PM MST) including occasional evenings and weekends.
• Post-secondary diploma or degree in a technology field is an asset; relevant work experience is an equally strong substitute.

Skills & Attributes

• Customer-first mindset. Responsive professional and solutions-oriented you earn trust by following through.
• Technical curiosity. Comfortable across hardware software and cloud platforms; you keep up with the landscape because you want to not because you have to.
• Clear communicator. You translate technical issues into plain language and you know when to escalate vs. solve.
• Calm under pressure. Strong time management and the ability to juggle competing priorities without losing your composure.
• Detail-oriented with thorough accurate documentation habits.
• Self-managing. You can balance multiple priorities and deadlines with minimal supervision.
• Familiarity with Windows OS Office 365 Microsoft Azure and mobile devices is an asset.

Job Responsibilities

Front-Line Support

• Provide exceptional front-line IT support to all HAP team members and third-party vendors both remotely and on-site.
• Triage helpdesk emails and Asana tasks resolving issues or escalating to the IT Manager as appropriate.
• Carry the IT help phone for notices and alerts during business hours (6 AM11 PM MST).
• Complete and close all ITSM tickets and project tasks assigned within agreed timelines.
• Contribute content to the internal knowledge base to support team self-service.
• Collaborate with vendor support to reach resolution on behalf of the team.
• Attend and contribute to team meetings as needed.

Device Management & Maintenance

• IT equipment cleaning recycling/disposal and physical relocation.
• Enrollment of new devices in Microsoft Azure; monitoring active and inactive device status.
• Ensure Windows patching is occurring across all managed devices.
• Support IT RMS and till-related printer issues.
• Enroll tablets for web user and Captana camera use.
• Maintain employee badge label printers.
• Copier configuration supplies management and troubleshooting across all locations.

End User Support

• Resolve Azure device compliance issues password resets and email changes.
• Support end users with monitor add/replace/remove and equipment movement.
• Assist with company and personal cell phone issues.
• Provide on-site support for virus and malware incidents.
• Manage TeamViewer requests and resolve connection issues.
• Answer general IT questions across the Microsoft 365 suite.

IT Operations

• Troubleshoot internet connection issues at all store locations during business hours.
• Support RMS/RMH systems and assist with POS and till-related issues.
• Process RingCentral VOIP updates additions and changes.
• Complete annual store IT inventories (RMS/RMH).
• Handle video surveillance requests including theft reviews and footage downloads for police.
• Monitor Datto backup appliance and generate HQ backup reports.

Schedule

• Full-time (40 hrs/week); Monday to Friday
• In-office and on-site role
• Travel required to store locations as needed
• Note that this role includes on-call coverage (6 AM11 PM MST) with occasional evenings and weekends required.

Compensation

• $52000 $58000 annually based on experience

Benefits

• Dental care
• Disability insurance
• Extended health care
• Life insurance
• Paid time off
• Vision care
• Staff discounts