Reports To: Director, Enterprise IT
Location: Edmonton, Alberta
About the Role
The IT Analyst supports and maintains point-of-sale systems and business applications while coordinating new IT initiatives under the Director’s guidance. Success in this role requires strong technical, communication, relationship-building, and customer service skills.
Additionally, this position will support computer setup and maintenance, software installation, troubleshooting, hardware and peripheral repair whilst maintaining operating systems, and other IT-related tasks as needed.
What You’ll Do Application & Infrastructure Support
- Perform simple to intermediate troubleshooting concerning business specific processes and procedures.
- Create, document, and communicate any new processes that may be implemented to support IT and business critical systems
- Assist with the creation, implementation, management, & standardization of processes
- Work with Microsoft Endpoint Manager to create packages, manage policies and deploy configurations
- Work with Microsoft 365 platform to support email, SharePoint, OneDrive, Teams, and advanced security
Service Desk
- Provide friendly and qualified helpdesk support, including coverage during business hours and on call coverage for after-hours support as needed
- Support remote locations via remote control applications
- Understand the escalation paths and proactively elevate incidents / requests
- Ensure user interactions are promptly recorded and accurately updated
- User account management across multiple platforms and services
- Setup offices, stores, and training spaces with necessary hardware, software, and networking needs.
- Monitoring and follow up of open issues with users
- Act as an escalation point to the Service Desk team for complex tickets
- Identify support problem trends and collaborate with the team to discover and resolve root causes to prevent recurring issues
- Assisting in IT projects and recurring operational activities
- Working in coordination with senior IT staff
- Ability to rapidly learn new technologies and calmly adapt to change
- Excellent verbal and written communication skills
- An organized individual with fantastic attention to detail
What You’ll Bring Experience in the following would be an asset
- Microsoft Forms and Power Automate
- Microsoft Defender ATP
- PowerBI
- Copilot AI, Claude AI
- Networking
- Apple Business Manager
- JAMF
- MS D365
- Point of sales software would be considered an asset
- Azure architecture and infrastructure
Qualifications
- Microsoft 365 administration, including SharePoint, Teams, OneDrive, Exchange – minimum 5 years
- Azure AD Administration – minimum 5 years
- Microsoft Intune/Endpoint Management Administration – minimum 3 years
- Windows 11/10 Administration – minimum 5 years
- Desktop and peripheral hardware support – minimum 5 years
- Degree, diploma or certificated in related IT field
- 3-5 years IT Service Desk experience
- 3-5 years of intermediate to senior infrastructure support experience
Why you’ll love working here
The people who do best here are builders. They take ownership, move fast, and want to see the direct impact of their work.
Executive Access:
Work directly with the executives and senior leadership to solve real business problems.
AI-First Skill Building
Get hands-on with the most advanced AI tools and build a modern skill set that sets you apart.
Accelerated Career Path:
High performers are quickly entrusted with greater responsibility, new challenges, and leadership opportunities.
Competitive Benefits (Canada):
Comprehensive benefits including paid time off, group benefits, and employee discounts across portfolio brands.
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📌 IT Analyst (Edmonton)
🏢 FIKA
📍 Edmonton