About the role
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- Installing mandatory updates before existing applications become outdated or obsolete, including updates for POS systems, inventory software, and customer engagement platforms used in retail stores.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
- Holds a degree or diploma in information systems or a related field
- Proven experience working as a help desk analyst with 7-10 Years experience
- Well-versed in recent IT innovations
- Exceptional skills in administration, triaging, and time management
- Maintains a methodical approach, attention to detail, and strong emotional intelligence
- Capable of training staff in fundamental troubleshooting
- Enthusiastic about IT and its impact on business and society
- Possesses both a driver’s license and a passport
Not the right fit? Search for Help Desk Analyst jobs in Calgary, AB
About Lammle's Western Wear & Tack
Lammle's Western Wear is the leading western lifestyle retailer in Canada. Our story officially began in 1983, when Barry Lammle and his brother Doug saw an opportunity in the retail market for a company to carry the top name brands in western wear and tack under one roof. Our mission was simple: to address the real needs of everyday Albertans - those looking for a western retail brand that provides better service, selection, and quality. This led to the opening of the first three Lammle's Western Wear & Tack stores in our hometown of Calgary, Alberta.
To this day, we are family owned and operated in Calgary and are proud to serve all of Canada through online shopping and our 20+ store locations across Alberta, BC and Saskatchewan.
We're proud to offer that right-fit relationship and a commitment to building a lifestyle experience that welcomes everyone. Whether it's days on the ranch or enjoying a rodeo, concert or a night out on the town – we've got you covered. No matter what your vision is, we'll help you define your look so you can live your own west.
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About the role
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
- Holds a degree or diploma in information systems or a related field
- Proven experience working as a help desk analyst with 7-10 Years experience
- Well-versed in recent IT innovations
- Exceptional skills in administration, triaging, and time management
- Maintains a methodical approach, attention to detail, and strong emotional intelligence
- Capable of training staff in fundamental troubleshooting
- Enthusiastic about IT and its impact on business and society
- Possesses both a driver’s license and a passport
Not the right fit? Search for Help Desk Analyst jobs in Calgary, AB
About Lammle's Western Wear & Tack
Lammle's Western Wear is the leading western lifestyle retailer in Canada. Our story officially began in 1983, when Barry Lammle and his brother Doug saw an opportunity in the retail market for a company to carry the top name brands in western wear and tack under one roof. Our mission was simple: to address the real needs of everyday Albertans - those looking for a western retail brand that provides better service, selection, and quality. This led to the opening of the first three Lammle's Western Wear & Tack stores in our hometown of Calgary, Alberta.
To this day, we are family owned and operated in Calgary and are proud to serve all of Canada through online shopping and our 20+ store locations across Alberta, BC and Saskatchewan.
We're proud to offer that right-fit relationship and a commitment to building a lifestyle experience that welcomes everyone. Whether it's days on the ranch or enjoying a rodeo, concert or a night out on the town – we've got you covered. No matter what your vision is, we'll help you define your look so you can live your own west.