Bilingual Help Desk Analyst

Pet Valu; West Virginia; Hybrid; USD 33,000 - 43,000; Full time

Benefits offered by this job

Hybrid, Flexible Work Options

Health and dental benefits

Employee Share Purchase Plan

Learning & Development support

Inclusive culture

Team events & discounts

Employee discounts on products

Job summary

Pet Valu is seeking a Bilingual Help Desk Analyst to support store, warehouse, and head office users across POS and related systems. The role emphasizes customer service, problem-solving, and hands-on testing of POS software in a hybrid work setting.

The candidate should have 1–2 years in help desk, strong communication skills in English and French, and comfort with MS Office. Retail POS experience is a plus; training will cover policies and procedures.

Qualifications

• High School Diploma required.
• College diploma in technology or business preferred.
• 1–2 years help desk experience.
• Experience troubleshooting hardware and software.
• Retail/POS familiarity is a plus.

Responsibilities

• Answer calls from end-users (store, warehouse, head office).
• Troubleshoot POS and head office systems to maintain operations.
• Log and track requests using call tracking software.
• Test new POS software releases (Dynamics Navision, LS Retail).
• Validate promo pricing on POS prior to flyer release.
• Initiate service calls for faulty hardware or network gear.
• Follow up to ensure proper issue closure.

Skills

Customer service

Problem solving

Verbal communication

Written communication

French language

MS Office

Education

High School Diploma

College diploma (technology or business)

Tools

POS systems

MS Office

Job description

Job Description

Hybrid: Markham, Ontario

Location: This position is a hybrid role which will be based out of Markham, Ontario, Quebec, or can be fully remote from New Brunswick.

Salary Range: $46,400 - $60,000

What is the role?

The Bilingual 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.

What will you do?

• 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

What will you need to succeed?

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
• Proficient in speaking, reading, and writing French.
• 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

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?

About

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
• Comprehensive health and dental benefits
• Employee Share Purchase Plan with company matching
• 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 outcomes.