About the job
Founded in 2020, FIKA’s origin is a lifestyle brand redefining cannabis retail including flagship locations in Toronto’s Union Station and Distillery District. The FIKA Company is the home of 20 + Canadian retail banners, with over 200+ stores across Ontario, Manitoba, Saskatchewan, Alberta, B.C., and Yukon. At FIKA we provide exceptional service in a variety of welcoming, intuitive, and diversified store environments, this has allowed The FIKA Company retail family to evolve into the destination for every type of cannabis consumer.
Reports To: Director, Enterprise IT
Location: Edmonton, Alberta
About the Role
The IT Analyst supports and maintains point-of-sale systems and business applications while coordinating new IT initiatives under the Director’s guidance. Success in this role requires strong technical, communication, relationship-building, and customer service skills.
Additionally, this position will support computer setup and maintenance, software installation, troubleshooting, hardware and peripheral repair whilst maintaining operating systems, and other IT-related tasks as needed.
What You’ll Do
Application & Infrastructure Support
- Perform simple to intermediate troubleshooting concerning business specific processes and procedures.
- Create, document, and communicate any new processes that may be implemented to support IT and business critical systems
- Assist with the creation, implementation, management, & standardization of processes
- Work with Microsoft Endpoint Manager to create packages, manage policies and deploy configurations
- Work with Microsoft 365 platform to support email, SharePoint, OneDrive, Teams, and advanced security
Service Desk
- Provide friendly and professional helpdesk support, including coverage during business hours and on call coverage for after-hours support as needed
- Support remote locations via remote control applications
- Understand the escalation paths and proactively escalate incidents / requests
- Ensure user interactions are promptly recorded and accurately updated
- User account management across multiple platforms and services
- Setup offices, stores, and training spaces with necessary hardware, software, and networking needs.
- Monitoring and follow up of open issues with users
- Act as an escalation point to the Service Desk team for complex tickets
- Identify support problem trends and collaborate with the team to discover and resolve root causes to prevent recurring issues
- Assisting in IT projects and recurring operational activities
- Working in coordination with senior IT staff
- Ability to rapidly learn new technologies and calmly adapt to change
- Excellent verbal and written communication skills
- An organized individual with fantastic attention to detail
What You’ll Bring
Experience in the following would be an asset
- Microsoft Forms and Power Automate
- Microsoft Defender ATP
- PowerBI
- Copilot AI, Claude AI
- Networking
- Apple Business Manager
- JAMF
- MS D365
- Point of sales software would be considered an asset
- Azure architecture and infrastructure
Qualifications
- Microsoft 365 administration, including SharePoint, Teams, OneDrive, Exchange – minimum 5 years
- Azure AD Administration – minimum 5 years
- Microsoft Intune/Endpoint Management Administration – minimum 3 years
- Windows 11/10 Administration – minimum 5 years
- Desktop and peripheral hardware support – minimum 5 years
- Degree, diploma or certificated in related IT field
- 3-5 years IT Service Desk experience
- 3-5 years of intermediate to senior infrastructure support experience
Why you’ll love working here
The people who do best here are builders. They take ownership, move fast, and want to see the direct impact of their work.
Executive Access: Work directly with the executives and senior leadership to solve real business problems.
AI-First Skill Building: Get hands-on with the most advanced AI tools and build a modern skill set that sets you apart.
Accelerated Career Path: High performers are quickly entrusted with greater responsibility, new challenges, and leadership opportunities.
Competitive Benefits (Canada): Comprehensive benefits including paid time off, group benefits, and employee discounts across portfolio brands.
The FIKA Company respects the diversity of the people it hires and serves. Inclusion to us means fostering a workplace in which individual differences are recognized, appreciated, respected, and responded to in ways that fully develop and utilize each person’s talents and strengths.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
