IT Operations Specialist
About The Position
Help people create homes they love. Join the Urban Barn team as an IT Operations Specialist at our Home Office located in Burnaby, BC. With over 50 retail stores across the country, Urban Barn is a nationally recognized retailer known for high-quality furniture and inspiring home décor. We’re passionate about making our customers and our employees feel right at home. As an IT Operations Specialist, you will be responsible for providing responsive technical support, maintaining store technology and Point-of-Sale (POS) systems, resolving day-to-day hardware and connectivity issues, and helping ensure our stores have reliable technology to support their operations. The ideal candidate is hands-on, customer-focused, organized, and comfortable troubleshooting technology in a fast-paced retail environment. This role requires frequent travel to Urban Barn store locations across Canada.
Requirements
- Previous experience in IT support, technical support, or a similar role.
- Experience supporting retail, multi-location, or customer-facing environments is an asset.
- POS support experience is strongly preferred; Oracle Retail Xstore experience is an asset.
- Experience with Windows, Microsoft 365, SharePoint, Active Directory, and Microsoft Entra ID.
- Basic experience with PowerShell and SQL.
- Familiarity with endpoint/mobile device management and remote support tools.
- Basic knowledge of networking, including LAN, WAN, Wi-Fi, VPN, and internet connectivity.
- Fortinet/firewall experience is an asset.
- Experience with an IT ticketing or service-management system.
- Strong troubleshooting, communication, customer service, and organizational skills.
- A hands-on, solutions-oriented IT professional who enjoys troubleshooting and helping users.
- Comfortable working in a fast-paced, multi-location retail environment.
- Strong communicator who can explain technical issues clearly to users with different levels of technical knowledge.
- Organized, adaptable, and able to prioritize multiple requests based on business impact.
- Comfortable working independently while collaborating with internal teams and external vendors.
- Willing and able to travel frequently across Canada, including occasional overnight travel.
Nice To Haves
- Oracle Retail Xstore experience
- Fortinet/firewall experience
Responsibilities
- Provide Level 1 and Level 2 IT support to Urban Barn stores and Head Office, troubleshooting hardware, software, POS, access, and connectivity issues.
- Support and maintain POS systems, computers, printers, payment terminals, mobile devices, and other store technology.
- Support technology setup for new store openings, relocations, renovations, and closures, including installation and deployment of equipment.
- Manage IT incidents and service requests through the ticketing system, including prioritization, documentation, escalation, and resolution.
- Support user onboarding and offboarding, including account access and equipment setup.
- Manage endpoint devices and assist with software updates, configurations, and deployments.
- Coordinate with IT vendors and service providers to resolve issues and complete projects.
- Maintain IT asset records and technical documentation.
- Identify recurring issues and contribute to improvements in IT processes and support.
- Travel to store locations across Canada and provide occasional after-hours or weekend support as required.
Benefits
- Competitive salary
- Group benefits (health, dental, and vision coverage)
- A Group RSP program
- A 40% discount on Urban Barn products
- Opportunities for professional development and advancement
- A fun work environment with a collaborative team that loves to talk design
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
