OVERVIEW:

Goodness Me! Natural Food Market is seeking an experienced IT Support & Infrastructure Specialist to take on the vital role of championing the mission and vision of the Digital Support and Services (IT) Team. This role has the unique opportunity to be at the forefront of supporting and maintaining business critical IT infrastructure systems, controls, and monitoring while making a tangible impact on the retail operations of Goodness Me! In this dynamic position, you will be the go-to expert for IT support, troubleshooting, and problem-solving, ensuring seamless retail operations both in-person and remotely for our central office and storefront employees. Each day will bring new challenges, from responding to internal IT requests and alerts to overseeing the deployment and management of technology related projects from inception to completion while ensuring a high level of quality at every phase of the project.

ABOUT YOU:

You’re a proactive and solutions-driven IT professional with a passion for optimizing technology to support business growth. You’re a self-starter who thrives in dynamic environments, managing multiple projects and priorities at once and are skilled at troubleshooting a wide range of technical issues, from network connectivity to security concerns. You bring a strong understanding of cloud services, IT infrastructure, and software management, along with the ability to discern and communicate key aspects of complex technical issues in a simple and accessible way. Whether you’re maintaining POS systems, deploying new tech, or providing hands-on support, you’re always looking for ways to improve processes and enhance efficiency. Your detail-oriented, organized, and adaptable, with a collaborative mindset that enables you to work seamlessly across teams to achieve business goals. Additionally, you are comfortable with the physical demands of the role, able to sit, stand, and operate office equipment and a variety of tools for extended periods. You are flexible and willing to work unsociable hours when needed to ensure continuous business operations, whether for support or scheduled maintenance.

As the IT Support & Infrastructure Specialist, your time will be divided equally between hands-on IT support & infrastructure management. On the support side, you will serve as the key resource for resolving technical issues across retail stores and corporate teams, ensuring minimal disruption to daily operations. You’ll provide troubleshooting, maintain POS systems, network connectivity, and hardware, as well as support employees with software and device-related challenges. On the infrastructure side, you will help manage and optimize IT systems, including servers, cloud platforms, and security protocols. You will also assist in deploying new retail technologies, upgrading existing systems, maintaining IT asset control and ensuring the reliability and scalability of our IT environment to support business continuity and growth.

Reporting to the Director of IT, the Infrastructure & Support Specialist will have a direct impact on the day-to-day operations and growth of our retail business by managing critical IT support and infrastructure tasks. Your role will span a variety of responsibilities in responding to the daily IT needs of the company, including but not limited to:

• Triage and resolve a wide range of helpdesk support requests via calls, emails, and tickets
• Administer and support the MS Azure cloud instance and Office 365 applications
• Manage access control for business applications and IT infrastructure
• Oversee patch management for servers, systems, software & execute system maintenance upgrades
• Monitor, identify and address cyber security vulnerabilities, threats, incidents and alerts
• Track, validate, and optimize software licensing across the organization
• Ensure seamless network connectivity, including VLANs, VPN, SD-WAN, and firewall configurations
• Provide on-site support for workstations, POS devices, servers, routers, switches, and peripherals
• Respond to IT breakdowns & outages including travelling to business sites to resolve the issue
• Mandatory participation in biweekly on-call IT support rotation
• Diagnose and resolve hardware and software issues for a wide range of business applications
• Repair equipment and replace faulty parts as needed for a large variety of IT & retail systems
• Manage IT asset inventory, including hardware and software
• Install and configure hardware, software, networks, and peripherals
• Manage onboarding and offboarding of employees, contractors, and vendors