Help Desk Analyst

Pet Valu; Markham; Hybrid; CAD 50,000 - 55,000; Full time

Benefits offered by this job

Hybrid/ Flexible work

Learning & development

Inclusive culture

Team events

Discount programs

Employee discounts

Job summary

Pet Valu in Markham, ON is seeking a Help Desk Analyst to provide frontline support for POS and head office systems. This full-time, hybrid role involves troubleshooting hardware and software, managing ticket queues, testing software releases, and assisting with training new team members.

The position is temporary with an end date in February 2027. Ideal candidates have 1–2 years in a help desk, strong customer service and communication skills, and familiarity with MS Office and retail POS

Qualifications

• High School Diploma required.
• College diploma in technology or business-related field preferred.
• 1–2 years experience in help desk support.
• Troubleshoot hardware and software.
• Retail experience with POS is an asset.

Responsibilities

• Assist end-users by phone for POS and head office systems support.
• Maintain and track tickets using call tracking software.
• Test POS software releases (Microsoft Dynamics Navision – LS Retail).
• Verify store flyer pricing at POS before release.
• Report flyer test results and relay issues to programming staff.
• Initiate service calls for malfunctioning store systems including POS hardware, networking equipment, and store laptops.
• Follow up to ensure proper closure.

Skills

Customer service

Problem solving

Verbal communication

Written communication

MS Office

Prioritization

Analytical thinking

Education

High School Diploma

College diploma in technology or business-related field

Tools

Microsoft Dynamics Navision

LS Retail

POS hardware

Job description

Location: Markham, Ontario

Job Description:

Position: Help Desk Analyst

Type: Full-Time | Hybrid

Location: Markham, ON

Reports to: Manager, Help Desk

About Us

Pet Valu is Canada’s leading pet specialty retailer, dedicated to strengthening the bond between dedicated pet lovers and their pets. With 50 years of animal care expertise, we operate over 800 stores across Canada under several banners, including Pet Valu, Bosley’s, Total Pet, Paulmac's Pet, Tisol & Chico. Guided by our mission to deliver products, care, expertise, and memorable moments, Pet Valu is a place where people build meaningful careers while making a positive impact on pets and communities.

What will you do?

The Help Desk Analyst provides customer support, service and technical support through analysis and problem resolving to enable installation, maintenance, education, implementation and documentation of variety of software and hardware technologies via phone to end users. The incumbent will take the lead role in Help Desk projects in relation to system updates and the communication of process changes. They will also assist with training of new team members on policies and procedures. This is a temporary contract position with an estimated end date of February 2027.

Responsibilities:

• Receive calls from end-users (all store, warehouse and head office users), assisting and trouble-shooting as necessary for POS and head office business systems support to ensure normal ongoing operations of systems across the company.
• Maintain and track Requests/Tickets using the call tracking software
• Testing new releases of POS software (Microsoft Dynamics Navision – LS Retail)
• Test store flyers to ensure that promotional pricing is correctly charged at the POS system prior to the release of the flyer to store POS systems
• Communicate flyer testing results to the merchandising team and communicate problems to programming staff as necessary (ensures that bugs are brought to their attention)
• Initiate service calls for malfunctioning store systems including POS hardware, networking equipment, and store laptops
• Follow-up on calls to ensure proper closure

Qualifications:

Education and Experience

• High School Diploma
• Preferred: College diploma in technology or business-related field
• Minimum 1-2 years’ experience in help desk support
• Demonstrated experience troubleshooting hardware and software
• Retail experience, preferably with a Point-of-Sale system (POS) is an asset

Knowledge and Skills

• Strong customer service and problem-solving skills
• Excellent verbal and concise written communication skills
• Computer literate and general aptitude for learning new proprietary and commercial software programs
• Ability to prioritize
• Analytical approach
• Experience with MS Office (Word and Excel) is essential

Compensation:

The Salary Range for this position is $50,000.00 - $55,000.00 cad annually. The final offer will be based on factors such as market location, relevant skills, experience and internal equity.

Ready to join the team?

We’re looking for passionate people who bring strong skills and live our core values of safety, compassion, expertise, and efficiency every day. If you’re energized by doing meaningful work, taking pride in what you deliver, and making a real impact for pets, people, and communities, you’ll feel right at home here. Join us and build a career where purpose, care, and excellence come together - because love lives here.

Why work for us?

At Pet Valu, our people are at the heart of everything we do. We’re passionate about creating an environment where you feel supported, included, and empowered to grow - both personally and professionally. Some of the perks of working with us include:

• Hybrid, Flexible Work Options
• Learning and Development support tailored to you
• An inclusive, collaborative culture where your voice matters
• Fun company events that keep us connected
• Preferred rates for car rentals, hotels, phone plans and gym discounts
• Generous employee discounts on our products

Pet Valu is an equal opportunity employer committed to inclusion and accessibility. Accommodations are available upon request for candidates taking part in all aspects of the recruitment and selection process, in accordance with the Accessibility for Ontarians with Disabilities Act (AODA).

At Pet Valu, we are committed to transparency and fairness in our hiring practices. This posting is for an existing vacancy. Pet Valu may use AI enabled technology to assist in the recruitment process for positions. The use of AI helps us ensure we are providing an equitable and streamlined recruitment experience for all applicants. While AI tools support our recruitment process, all decisions throughout the process are made exclusively by Pet Valu’s hiring team. At no stage does AI determine recruitment outcome.