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Pet Valu

Bilingual Help Desk Analyst

Markham, ON, Canada

Pay: Salary Range: $46,400 - $60,000
Job type: Full-time
Experience: Minimum 1-2 years’ experience in help desk support
Posting language: English
Posted: Sep 22, 2026

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Original job description

Hybrid: Markham, Ontario

Job Description:

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.

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More about this job

Responsibilities

The analyst provides technical support to end-users for POS and business systems while managing service tickets and system updates. They also conduct software testing, communicate results to merchandising teams, and assist in training new team members.

Requirements

Candidates must have a high school diploma, with a college diploma in a technology or business field preferred. A minimum of 1-2 years of help desk experience and proficiency in both English and French are required.

Skills

Customer service
Problem-solving
Technical support
Help desk support
Hardware troubleshooting
Software troubleshooting
Point-of-sale systems
French language proficiency
Communication skills
Microsoft Office
POS software testing
Networking equipment
Analytical skills
Time management

Benefits

Health benefits
Dental benefits
Employee share purchase plan
Learning and development support
Employee discounts
Flexible work options

Visa sponsorship

Not detected in the job text

Keywords

Help Desk
POS
Microsoft Dynamics Navision
LS Retail
Hardware
Software
Networking
Technical Support
Customer Service
Troubleshooting
Retail
Bilingual
French
Microsoft Office
Word
Excel
System Updates
Merchandising
Programming
Documentation

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