About the Team
PetSmart’s Canadian Home Office (CHO) is home to approximately 50 full-time associates who work in departments such as Human Resources, Merchandise Buying and Pricing, Replenishment, Marketing, Finance, Space Planning and more. The small but mighty team at the CHO supports the operations of 140+ PetSmart stores in Canada and works closely with counterparts at PetSmart’s global corporate headquarters located in Phoenix, Arizona. We also share the Canadian home office with our colleagues at PetSmart Charities of Canada—an independent, registered charity dedicated to reducing pet homelessness and supporting the bond between people and pets.
About the Job
The Onsite IT Specialist provides front line IT technical support for user generated requests and incidents related to PetSmart devices, computers, software / hardware, networks and production environments. This includes incident / problem triage, analysis, documentation, remote support, and remote eyes/hands for higher tiered analysis.
In order to assist PetSmart end users, the IT Specialist must possess the IT technical knowledge required for troubleshooting and the customer service skills to interact with individuals who are experiencing technical problems with IT services.
This role is part-time, approximately 20 hours per week. (ideal hours (Monday - Friday 8am - 12pm)
Provide end user support for incidents, requests and tasks generated.
Manage the incidents or tasks using the incident management, Knowledge Base and request fulfillment processes, in line with the End User Support objectives.
Maintain all entered activity data for timeliness, accuracy, relevancy, escalation and status.
Perform complex, multi-step functions via documentation or spoken word, record/report findings or gaps, escalate as needed.
Functions include, but are not limited to: Disk Imaging, New Hire Setup, file transfers, application install/upgrade/patching.
This could involve leading these actions via phone or within the ticketing system.
Propose and create new documentation and make modifications to existing if needed.
Leverage knowledge management system for incident resolution.
Develop new strategies and IT procedures to increase efficiency, enhance workflow and improve customer satisfaction.
Utilize problem solving skills to diagnose to resolve incidents via on-site and remote functions such as:
Other Duties as required.
1 to 3 years experience of basic computer and/or network support required
Customer Service Orientation
Microsoft Suite knowledge
Knowledge of trouble ticket systems
Ability to troubleshoot device level hardware issues to cause
Excellent oral and written communication skills
Ability to follow documented process steps
Ability to work in a team environment
Basic understanding of computer terminology, end user computer devices and network types (including mobile devices)
Familiarity with incident ticketing processes
Experience with ServiceNow or other similar ticketing platforms
About the Culture
Our Canadian Home Office is truly that, a home office. It’s a place where individuals across various departments can align their passion for pets with their desires for professional growth. You’ll be a part of a close-knit team, while still being a part of a large, best-in-class retailer. And while the team may be smaller, the results are impactful! The Home Office boasts a large, open concept with natural lighting and serves as the perfect setting for office events. An active social committee hosts fun-filled events including contests, bake-offs, off-site events, and volunteer efforts, and they are always trying to out-do the previous event!