Help Desk Analyst at Lammle's Western Wear Ltd – Calgary, Alberta

Position: Help Desk Analyst

Report To: Director of Systems & Technology

Role: The Help Desk Analyst supports IT operations within retail environments, reporting to the Director of Systems & Technology. This role focuses on troubleshooting computer and network issues, managing timely software updates, and recommending IT solutions tailored to employee needs. Key responsibilities include providing hands-on technical support for POS systems, inventory tools, and digital displays, as well as configuring devices and maintaining in-store Wi-Fi. The analyst ensures smooth customer transactions, delivers staff training, and keeps the organization current with new technologies.

Responsibilities

• Gathering and triaging cases that require attending to, including issues related to point-of-sale (POS) systems, inventory management software, and in-store digital displays.
• Scheduling time to meet with employees, service providers, and other stakeholders to service IT-related equipment, such as POS terminals, barcode scanners, receipt printers, and security surveillance systems within retail locations.
• Examining concerns from multiple angles to select and implement the most suitable solutions, especially for retail environments where seamless customer transactions and operational efficiency are critical.
• Configuring company laptops/computers, printers, iPads, handhelds, and other systems as and when necessary, with a focus on supporting store managers, sales associates, and inventory teams in retail apparel settings.
• Installing mandatory updates before existing applications become outdated or obsolete, including updates for POS systems, inventory software, and customer engagement platforms used in retail stores.
• Providing technical support and training for retail staff to ensure effective use of digital tools and systems, such as mobile checkout devices and store management applications.
• Monitoring and maintaining the functionality of in-store Wi-Fi, ensuring reliable connectivity for both employees and customers in retail environments.
• Assisting with the implementation and troubleshooting of customer-facing technologies, such as interactive kiosks, loyalty program systems, and digital signage within retail apparel stores.
• Ensuring compliance with data security and privacy standards for customer information collected through retail systems, helping to protect sensitive data in accordance with industry regulations.
• Executing IT onboarding for new retail employees, including provisioning access credentials, setting up user accounts, configuring necessary hardware and software, and providing orientation on store systems and data security protocols.
• Managing IT offboarding processes for departing staff, such as disabling accounts, reclaiming company devices, removing access to confidential systems, and ensuring proper handling of sensitive information in compliance with retail industry standards.
• Creating and collaborating on company processes that directly impact the IT work center, with a focus on improving standard operating procedures (SOPs), policies, and workflows to enhance efficiency and consistency across retail operations.

Skills

• Strong technical troubleshooting and support skills for retail systems and devices
• Ability to train and assist staff in using digital tools and applications
• Experience with IT onboarding and offboarding procedures for employees
• Knowledge of data security and privacy protocols in retail environments
• Collaboration and process improvement skills related to IT operations
• Effective communication and customer service abilities when supporting store teams

Qualifications