IT Systems & Support Coordinator

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