Location: This hybrid role requires 3 days on-site at our Burnaby, BC office and 2 days remote per week.
Salary: $60,000 – $68,000
Actual compensation within the range will be based on experience. We also offer quarterly variable compensation package (bonus) + benefits

Purpose of the role
Reporting to the IT Service Delivery Manager, the IT Support Analyst will be the first point of contact for all IT incidents and requests from retail stores and our Mississauga Support Office users, providing a high level of customer service remotely and in-person. As we are a fast-growing company in Canada, this role will also have exposure to ongoing projects across Retail, Clinical, Supply chain and our Support Offices.

Key Responsibilities

• Provide remote support to our Retail colleagues and partners.
• Provide desktop and user support at the Mississauga Support Office.
• Set up new user accounts and assist with onboarding.
• Troubleshoot network issues and escalate effectively where required.
• Utilize ServiceNow to log, update and resolve support tickets.
• Collaborate with internal teams and 3rd party vendors to troubleshoot and resolve Incidents.
• Contribute to the continual service improvement of our IT support services as we grow.