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Pet Valu

Help Desk Analyst

Markham, ON, Canada

$50,000 to $55,000 CAD / year · Full-time

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Job details

Pay: $50,000 to $55,000 CAD / year
Job type: Full-time
Experience: Minimum 1-2 years’ experience in help desk support
Posting language: English
Posted: Oct 28, 2026

Original job description

Location: Markham, Ontario

Job Description:

Position: Help Desk Analyst

Type: Full-Time | Hybrid

Location: Markham, ON

Reports to: Manager, Help Desk

About Us

Pet Valu is Canada’s leading pet specialty retailer, dedicated to strengthening the bond between dedicated pet lovers and their pets. With 50 years of animal care expertise, we operate over 800 stores across Canada under several banners, including Pet Valu, Bosley’s, Total Pet, Paulmac's Pet, Tisol & Chico. Guided by our mission to deliver products, care, expertise, and memorable moments, Pet Valu is a place where people build meaningful careers while making a positive impact on pets and communities.

What will you do?

The 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. This is a temporary contract position with an estimated end date of February 2027.

Responsibilities:

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

Qualifications:

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
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

Compensation:

The Salary Range for this position is $50,000.00 - $55,000.00 cad annually. The final offer will be based on factors such as market location, relevant skills, experience and internal equity.

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?

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
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 outcome.

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More about this job

Responsibilities

The Help Desk Analyst provides technical support and troubleshooting for POS and business systems to ensure operational continuity. They also manage system update projects, test new software releases, and assist in training new team members.

Requirements

Candidates should 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 hardware and software troubleshooting are required.

Skills

Help desk support
Technical support
Troubleshooting
Customer service
POS systems
Hardware maintenance
Software installation
Microsoft Dynamics Navision
LS Retail
Networking equipment
MS Office
Communication skills
Problem-solving
Analytical skills

Benefits

Hybrid work options
Flexible work options
Learning and development support
Inclusive culture
Company events
Preferred rates for car rentals
Preferred rates for hotels
Preferred rates for phone plans
Gym discounts
Employee discounts

Visa sponsorship

Not detected in the job text

Keywords

Help Desk Analyst
POS
Microsoft Dynamics Navision
LS Retail
Hardware
Software
Networking
Technical Support
Customer Service
Retail
Troubleshooting
System Updates
MS Office
Word
Excel
Documentation
Process Improvement
Service Calls

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