IT Systems & Support Coordinator

ABOUT YOUR NEW ROLE

Help keep Herschel’s global team connected and equipped to do their best work. As our IT Systems & Support Coordinator, you’ll be a primary technical point of contact for colleagues across our Vancouver head office, UK and APAC regional teams, and retail stores, providing end-user hardware, software, and network support. You’ll oversee the daily ticket queue, user account provisioning, device deployment, retail store technology, and basic network monitoring.

With a proactive, customer-focused approach, you’ll take ownership of everyday device, application, and access issues, resolving them independently within established IT guidelines. You’ll use your judgment to triage tickets, prioritize issues, troubleshoot devices, carry out user onboarding and offboarding, and set up meeting room AV. You’ll also recognize when to bring in IT Leadership, escalating infrastructure modifications, critical security incidents, network outages, and hardware purchases to keep our teams supported and our systems running smoothly. 

This hybrid role is based at our Vancouver HQ four days per week, with one work-from-home day alternating between Mondays and Fridays. You’ll coordinate your schedule with the IT Systems Administrator to ensure full on-site IT coverage.

A DAY IN THE LIFE

Working closely with team members across all head office departments, global regional teams, retail store managers, and IT Leadership, the IT Systems & Support Coordinator is responsible for the following: 

Ticket Management & End-User Support

• Triages, prioritizes, and resolves remote and local support tickets via Jira Service Management for head office, UK, APAC, and retail store teams within established SLAs.
• Troubleshoots hardware, operating systems, and peripherals across Windows, macOS laptops or desktops, iOS, mobile devices, printers (Xerox, Zebra), and meeting room AV systems.
• Provides front-line application support for core corporate platforms, including Microsoft 365, Google Workspace, Okta, Adobe Creative Cloud, Slack, and Sophos Endpoint.
• Coordinates and supports audiovisual (AV) and technical setups for company-wide meetings, presentations, and special events.

User Identity, Access & Asset Management

• Executes user onboarding, offboarding, role-based access updates, and password/MFA resets across Active Directory, Entra ID (Azure AD), Okta, and SaaS platforms.
• Procures, configures, images, deploys, and tracks IT hardware and assets utilizing device management systems (Jamf Pro, NinjaOne).
• Securely retires and decommissions legacy hardware according to corporate IT asset disposal standards.

Retail Store, Network & Security Operations

• Delivers technical support for retail store environments, maintaining Point of Sale (POS) hardware, payment terminals, barcode scanners, and store internet connectivity.
• Monitors local and store network health (Cisco Meraki), assists with routine system patching, and troubleshoots wired, Wi-Fi, and VPN connection issues.
• Enforces corporate IT security policies, ensures endpoint protection compliance, handles phishing reports, and adheres to PCI-DSS requirements.

DELIVERABLES & KPIs

• 100% adherence to target ticket response and resolution times based on priority levels.
• Error-free, on-time user account provisioning and device delivery for new hires.
• Accurate tracking and real-time inventory logging for all corporate devices in Jamf and NinjaOne.

ABOUT YOU

• 1–2 years of direct technical experience in an IT Helpdesk, Service Desk, or Desktop Support role.
• Post-secondary degree or diploma in Computer Science, Information Systems, Network Engineering, or equivalent technical training.
• Hands-on proficiency in troubleshooting, imaging, and configuring Windows OS, macOS, and iOS hardware.
• Practical experience administering user accounts and permissions in Microsoft 365, Entra ID (Azure AD), Active Directory, and Okta.
• Familiarity with centralized device management and ticketing platforms (e.g., Jamf Pro, NinjaOne, Jira Service Management).
• Foundational understanding of networking protocols (TCP/IP, Wi-Fi troubleshooting, VPN setups) and printer hardware support.
• Exceptional communication skills with the ability to explain technical concepts in plain language to non-technical users.
• Strong accountability, structured problem-solving skills, and a calm demeanour under fast-paced operational pressure.

NICE TO HAVE

• Direct experience supporting retail store technologies (POS terminals, payment PIN pads, inventory scanners).
• Basic exposure to Cisco Meraki network dashboards, VMware, or cloud platforms (AWS, Azure).
• Foundational industry certifications (e.g., CompTIA A+, Network+, Security+, Jamf Certified Associate, or Microsoft 365 Fundamentals).
• Exposure to enterprise systems such as BlueCherry ERP or Microsoft Dynamics GP

YOUR JOURNEY WITH HERSCHEL SUPPLY

The annual salary for this role falls within the range of $52,000 - $60,000. This hybrid role is based at our Vancouver HQ four days per week, with one work-from-home day alternating between Mondays and Fridays. You’ll coordinate your schedule with the IT Systems Administrator to ensure full on-site IT coverage.

In addition to base salary, here are just a few of the additional perks we offer to our valued team members as part of our comprehensive total compensation package:

• Health benefits
• Competitive vacation policy
• Transit subsidy
• Maternity leave top-up for birthing and non-birthing parents
• Employee assistance program
• Professional development subsidy
• Product discount and giveaways
• Free fruit, snacks & hot and cold beverages
• Social clubs and workshops (run, craft etc.)
• Weekly happy hour
• Various fun events throughout the year
• A dog friendly office