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IT Help Desk Analyst

November 17, 2025

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 <ul><li>Serve as the first point of contact for IT incidents, requests, and inquiries via phone, email, chat, or ticketing system.</li><li>Troubleshoot and resolve issues related to POS systems, hardware, software, network connectivity, and peripherals across retail, warehouse, and corporate environments.</li><li>Provide strong and enthusiastic phone and remote support, explaining technical solutions in clear, easy-to-understand terms.</li><li>Support systems including Cisco Meraki, FortiGate, Intune, Apple Business Manager, Meraki MDM, and Rogers/Shaw/Bell VOIP portals.</li><li>Use remote collaboration tools (Teams, FaceTime, WhatsApp) to help salon teams with setups, cable tracing, and connectivity fixes.</li><li>Escalate complex issues to Level 2/3 or Systems Administration teams as required, maintaining detailed documentation.</li><li>Log and manage tickets in the IT Service Management (ITSM) system, ensuring proper categorization, prioritization, and timely resolution.</li><li>Contribute to IT knowledge base articles, user guides, and troubleshooting documentation.</li><li>Monitor store network connectivity, POS uptime, and endpoint health; proactively identify and address recurring issues.</li><li>Participate in the on-call rotation and provide after-hours support as needed to ensure operational continuity.</li><li>Support technology rollouts, upgrades, and deployments across retail locations.</li><li>Assist with troubleshooting integrations between systems such as ERP, WMS, POS, Accounting, and HR. </li></ul>Core Competencies<ul><li>Strong customer service mindset — able to communicate effectively and patiently with non-technical users.</li><li>Excellent troubleshooting and analytical skills with attention to detail.</li><li>Ability to balance multiple priorities and deliver consistent, high-quality support.</li><li>Strong teamwork, accountability, and communication across departments.</li><li>Enthusiastic about continuous learning, technology, and helping others succeed. </li></ul>Qualifications<ul><li>Diploma or degree in Information Technology, Computer Science, or related field (or equivalent experience).</li><li>1–3 years of IT support experience, ideally in a retail or multi-site environment.</li><li>Experience with Microsoft Azure.</li><li>Strong knowledge of Windows, Office 365, Active Directory, and networking fundamentals.</li><li>Experience with Cisco Meraki, FortiGate, and related network configurations.</li><li>Familiarity with Intune, Apple Business Manager, and MDM tools.</li><li>Comfortable working in an on-call support rotation and responding to time-sensitive incidents.</li><li>Experience supporting POS systems and troubleshooting retail technology environments.</li><li>Knowledge of integrations between ERP, WMS, POS, Accounting, and HR systems is an asset.</li></ul> How to Apply Ready to join our community? Submit your online application today! Check us out at: www.chatters.ca 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.

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DISCLAIMER

Get Hired Faster With COMPANY_NAME!

1: COMPANY_NAME Smart Tools and Direct Employer Connections Help Speed Up Your Hiring Process

2: With Better Matches, Real-time Job Alerts, and Direct Employer Responses, COMPANY_NAME Helps Many Candidates Secure Interviews and Job Offers Within 15 to 30 Days!

3: The Type of Resume You Need to Get Priority Placement

4: Browse Full-Time, Part-Time, and Freelancing Roles With COMPANY_NAME

5: COMPANY_NAME Helps You Grow Your Career

6: The Easiest Way To Find A Job

7: Find Roles That Offer Growth, Culture & Benefits

8: Get Support With Resume, Interviews & Career Planning

9: Your Future Starts Today

10: Get Hired Within 15 to 30 Days With COMPANY_NAME

IT Help Desk Analyst

Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

5. HOW DO YOU PROCESS INFORMATION?

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

8. HOW TO PRIORITIZE WORK?

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

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