# IT Systems & Support Coordinator

**Company**: Herschel Supply
**Location**: Vancouver, BC
**Work arrangement**: hybrid
**Experience**: entry
**Job type**: full-time
**Salary**: $52,000 - $60,000
**Category**: IT
**Industry**: Technology

**Apply**: https://job-boards.greenhouse.io/herschelsupplyco/jobs/4720360006?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_59ad7590-72f

## Description

## Job Summary

As our IT Systems & Support Coordinator, you'll be a primary technical point of contact for colleagues across our Vancouver head office, UK and APAC regional teams, and retail stores, providing end-user hardware, software, and network support.

## Responsibilities

### Ticket Management & End-User Support

- Triage, prioritize, and resolve remote and local support tickets via Jira Service Management for head office, UK, APAC, and retail store teams within established SLAs.

- Troubleshoot hardware, operating systems, and peripherals across Windows, macOS laptops or desktops, iOS, mobile devices, printers (Xerox, Zebra), and meeting room AV systems.

- Provide front-line application support for core corporate platforms, including Microsoft 365, Google Workspace, Okta, Adobe Creative Cloud, Slack, and Sophos Endpoint.

- Coordinate and support audiovisual (AV) and technical setups for company-wide meetings, presentations, and special events.

### User Identity, Access & Asset Management

- Execute user onboarding, offboarding, role-based access updates, and password/MFA resets across Active Directory, Entra ID (Azure AD), Okta, and SaaS platforms.

- Procure, configure, image, deploy, and track IT hardware and assets utilizing device management systems (Jamf Pro, NinjaOne).

- Securely retire and decommission legacy hardware according to corporate IT asset disposal standards.

### Retail Store, Network & Security Operations

- Deliver technical support for retail store environments, maintaining Point of Sale (POS) hardware, payment terminals, barcode scanners, and store internet connectivity.

- Monitor local and store network health (Cisco Meraki), assist with routine system patching, and troubleshoot wired, Wi-Fi, and VPN connection issues.

- Enforce corporate IT security policies, ensure endpoint protection compliance, handle phishing reports, and adhere to PCI-DSS requirements.

## Deliverables & KPIs

- 100% adherence to target ticket response and resolution times based on priority levels.

- Error-free, on-time user account provisioning and device delivery for new hires.

- Accurate tracking and real-time inventory logging for all corporate devices in Jamf and NinjaOne.

## Requirements

- 1–2 years of direct technical experience in an IT Helpdesk, Service Desk, or Desktop Support role.

- Post-secondary degree or diploma in Computer Science, Information Systems, Network Engineering, or equivalent technical training.

- Hands-on proficiency in troubleshooting, imaging, and configuring Windows OS, macOS, and iOS hardware.

- Practical experience administering user accounts and permissions in Microsoft 365, Entra ID (Azure AD), Active Directory, and Okta.

- Familiarity with centralized device management and ticketing platforms (e.g., Jamf Pro, NinjaOne, Jira Service Management).

- Foundational understanding of networking protocols (TCP/IP, Wi-Fi troubleshooting, VPN setups) and printer hardware support.

- Exceptional communication skills with the ability to explain technical concepts in plain language to non-technical users.

- Strong accountability, structured problem-solving skills, and a calm demeanour under fast-paced operational pressure.

## Nice to Have

- Direct experience supporting retail store technologies (POS terminals, payment PIN pads, inventory scanners).

- Basic exposure to Cisco Meraki network dashboards, VMware, or cloud platforms (AWS, Azure).

- Foundational industry certifications (e.g., CompTIA A+, Network+, Security+, Jamf Certified Associate, or Microsoft 365 Fundamentals).

- Exposure to enterprise systems such as BlueCherry ERP or Microsoft Dynamics GP

## What We Offer

- Annual salary within the range of $52,000 - $60,000

- Health benefits

- Competitive vacation policy

- Transit subsidy

- Maternity leave top-up for birthing and non-birthing parents

- Employee assistance program

- Professional development subsidy

- Product discount and giveaways

- Free fruit, snacks & hot and cold beverages

- Social clubs and workshops (run, craft etc.)

- Weekly happy hour

- Various fun events throughout the year

- A dog-friendly office

## Skills

### Required
- Windows OS
- macOS
- iOS
- Microsoft 365
- Google Workspace
- Okta
- Active Directory
- Entra ID (Azure AD)
- Jamf Pro
- NinjaOne
- Jira Service Management
- TCP/IP
- Wi-Fi troubleshooting
- VPN setups
- Cisco Meraki

### Nice to have
- POS terminals
- payment PIN pads
- inventory scanners
- Cisco Meraki network dashboards
- VMware
- cloud platforms (AWS, Azure)
- CompTIA A+
- Network+
- Security+
- Jamf Certified Associate
- Microsoft 365 Fundamentals
- BlueCherry ERP
- Microsoft Dynamics GP

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/herschelsupplyco/jobs/4720360006?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)