IT Support Technician

Salary: $56,000 - 70,000 per year

Requirements:

• Diploma or bachelors degree in information technology, computer science, network administration, or a related technical field; an equivalent combination of education, certifications, and practical experience is also considered.
• At least 1–3 years of hands-on experience in IT support, helpdesk, or desktop support; the posting also lists one year of IT support experience as required.
• Proficiency with Windows operating systems and Microsoft 365, including Outlook, Teams, SharePoint, and OneDrive.
• Practical experience configuring and troubleshooting desktops, laptops, printers, and other peripherals.
• Working knowledge of networking fundamentals, including TCP/IP, DNS, DHCP, Wi-Fi, and VPN.
• Strong communication skills and a patient, customer-focused approach when assisting users with differing levels of technical knowledge.
• Valid drivers license and ability to travel to store locations; the posting lists travel of 25% as required.
• Preferred: CompTIA A+, CompTIA Network+, Microsoft 365 Fundamentals, or equivalent certifications.
• Preferred: Experience supporting users in a multi-location or retail environment, with POS systems, retail technology, or ERP platforms.
• Preferred: Experience with Active Directory or Azure Active Directory (Entra ID), and familiarity with IT ticketing and asset management systems.

Responsibilities:

• Act as the first point of contact for IT requests and incidents across our stores, distribution centers, and corporate office, responding to tickets, calls, and walk-up requests.
• Diagnose and resolve hardware, software, network, and peripheral issues, prioritizing support requests and working toward service-level expectations.
• Escalate complex issues to our IT Systems & Application Development Manager with clear documentation of the problem, troubleshooting steps, and relevant diagnostics.
• Provide remote and on-site support, including travel to store locations when needed.
• Deliver patient, professional support and adapt technical explanations to each users level of technical knowledge.
• Set up, configure, and deploy desktops, laptops, tablets, POS terminals, printers, and other devices according to our standards.
• Maintain hardware inventory records, including assignments, lifecycle status, and warranty information; coordinate maintenance, upgrades, replacements, and secure disposal of equipment.
• Install, configure, and maintain approved, licensed software, and support patching and software updates in coordination with our IT Systems & Application Development Manager.
• Administer user accounts and access permissions across Microsoft 365, our ERP system, and other business platforms, following access control policies.
• Help set up and troubleshoot POS systems, retail technology, and store applications, and assist with basic connectivity issues involving Wi-Fi, wired networks, VPN, and networked printers.
• Assist with deploying and configuring network equipment, monitor connectivity issues, and escalate persistent or complex problems.
• Support infrastructure projects and improvements, including server maintenance, system migrations, technology deployments, and IT setup for new store locations.
• Document IT systems, configurations, processes, and procedures, and help keep our knowledge base current and accessible.
• Support IT security policies, report potential vulnerabilities or incidents, and carry out support work in line with our data security, privacy, and compliance requirements.
• Participate in after-hours or weekend support during critical deployments, upgrades, or emergencies, and contribute to other IT projects as our function grows.

Technologies:

• Active Directory
• Azure
• ERP
• Hardware
• Support
• Microsoft 365
• Network
• Security
• SharePoint
• TCP/IP
• VPN
• Windows
• Office 365
• Cloud

More:

We are Big Box Outlet, a Canadian family-owned business founded in 1985. We source brand-name products through reverse logistics and other purchasing channels to offer customers quality goods at discounted prices. Our IT Support Technician is part of a growing IT function supporting our retail locations, distribution centers, and corporate office, working closely with our IT Systems & Application Development Manager. We offer a Monday-to-Friday schedule, with after-hours support limited to planned deployments, upgrades, or emergencies; opportunities to build hands-on experience in a multi-location retail environment; a supportive, family-style team culture; and the chance to contribute as we work toward becoming a recognized national brand. Compensation is $56,000–$70,000 per year, based on experience and qualifications. Benefits include health and dental care, vision care, life insurance, an RRSP match, store discounts, casual dress, company events, and on-site parking. This is an in-person role.

last updated 42 week of 2026