IT Support Specialist

<p><strong>Why Homes Alive Pets?</strong></p> <p>This isn’t 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.</p> <p>Our <strong>mission is to add value to every life</strong>. That means our guests and their pets, our employees, our communities – and the people who keep everything running behind the scenes.</p> <hr> <p><strong>Job Title</strong></p> <p>IT Support Specialist</p> <p><strong>Direct Report</strong></p> <p>IT Manager</p> <p><strong>Location</strong></p> <p>5625 104 St NW Edmonton, AB T6H 2K1</p> <p><strong>Summary</strong></p> <p>We’re 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. You’ll 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.</p> <p>This role is a strong fit for someone with 1–3 years of IT experience who is hungry to grow. You’ll work closely with the IT Manager, build broad exposure across retail IT, and have a clear path forward as our team expands.</p> <p><strong>Note that this role includes on-call coverage (6 AM–11 PM MST), with occasional evenings and weekends required.</strong></p> <p><strong>Qualifications</strong></p> <ul> <li>1–3 years of experience using or supporting IT applications or services at the business level.</li> <li>Valid driver’s license and access to a vehicle – travel to store locations is required.</li> <li>Availability for on-call coverage (6 AM–11 PM MST) including occasional evenings and weekends.</li> <li>Post-secondary diploma or degree in a technology field is an asset; relevant work experience is an equally strong substitute.</li> </ul> <p><strong>Skills &amp; Attributes</strong></p> <ul> <li><strong>Customer-first mindset</strong>. Responsive, professional, and solutions-oriented – you earn trust by following through.</li> <li><strong>Technical curiosity</strong>. Comfortable across hardware, software, and cloud platforms; you keep up with the landscape because you want to, not because you have to.</li> <li><strong>Clear communicator</strong>. You translate technical issues into plain language, and you know when to escalate vs. solve.</li> <li>Calm under pressure. Strong time management and the ability to juggle competing priorities without losing your composure.</li> <li>Detail-oriented with thorough, accurate documentation habits.</li> <li>Self-managing. You can balance multiple priorities and deadlines with minimal supervision.</li> <li>Familiarity with Windows OS, Office 365, Microsoft Azure, and mobile devices is an asset.</li> </ul> <p><strong>Job Responsibilities</strong></p> <p><strong><u>Front-Line Support</u></strong></p> <ul> <li>Provide exceptional front-line IT support to all HAP team members and third-party vendors, both remotely and on-site.</li> <li>Triage helpdesk emails and Asana tasks, resolving issues or escalating to the IT Manager as appropriate.</li> <li>Carry the IT help phone for notices and alerts during business hours (6 AM–11 PM MST).</li> <li>Complete and close all ITSM tickets and project tasks assigned within agreed timelines.</li> <li>Contribute content to the internal knowledge base to support team self-service.</li> <li>Collaborate with vendor support to reach resolution on behalf of the team.</li> <li>Attend and contribute to team meetings as needed.</li> </ul> <p><strong><u>Device Management &amp; Maintenance</u></strong></p> <ul> <li>IT equipment cleaning, recycling/disposal, and physical relocation.</li> <li>Enrollment of new devices in Microsoft Azure; monitoring active and inactive device status.</li> <li>Ensure Windows patching is occurring across all managed devices.</li> <li>Support IT, RMS, and till-related printer issues.</li> <li>Enroll tablets for web user and Captana camera use.</li> <li>Maintain employee badge label printers.</li> <li>Copier configuration, supplies management, and troubleshooting across all locations.</li> </ul> <p><strong><u>End User Support</u></strong></p> <ul> <li>Resolve Azure device compliance issues, password resets, and email changes.</li> <li>Support end users with monitor add/replace/remove and equipment movement.</li> <li>Assist with company and personal cell phone issues.</li> <li>Provide on-site support for virus and malware incidents.</li> <li>Manage TeamViewer requests and resolve connection issues.</li> <li>Answer general IT questions across the Microsoft 365 suite.</li> </ul> <p><strong><u>IT Operations</u></strong></p> <ul> <li>Troubleshoot internet connection issues at all store locations during business hours.</li> <li>Support RMS/RMH systems and assist with POS and till-related issues.</li> <li>Process RingCentral VOIP updates, additions, and changes.</li> <li>Complete annual store IT inventories (RMS/RMH).</li> <li>Handle video surveillance requests, including theft reviews and footage downloads for police.</li> <li>Monitor Datto backup appliance and generate HQ backup reports.</li> </ul> <p><strong>Schedule</strong></p> <ul> <li>Full-time (40 hrs/week); Monday to Friday</li> <li>In-office and on-site role</li> <li>Travel required to store locations as needed</li> <li>Note that this role includes on-call coverage (6 AM–11 PM MST), with occasional evenings and weekends required.</li> </ul> <p><strong>Compensation</strong></p> <ul> <li>$52,000 – $58,000 annually, based on experience</li> </ul> <p><strong>Benefits</strong></p> <ul> <li>Dental care</li> <li>Disability insurance</li> <li>Extended health care</li> <li>Life insurance</li> <li>Paid time off</li> <li>Vision care</li> <li>Staff discounts</li> </ul>