IT Systems & Support Coordinator

Welcome to Herschel Supply, where we make quality products for a lifetime of better journeys. Designed with timeless form and intuitive function in Vancouver, Canada, every piece is backed by our signature warranty for wherever you’re going next.

Since 2009, we’ve never stopped taking risks. We’re constantly innovating, growing our community and heading on new journeys. We’ve gotten lost in new cities, made lifelong friends all over the world, road tripped with no GPS, and explored a ton of creative pursuits along the way.

Putting yourself out there isn’t easy. It means stepping outside of your comfort zone and trying something new. It might be scary at first, but it also leads to the best parts of life. Inspiring others to take that leap is what we live for. Wherever you’re headed, we’re here to help you pack your future with possibilities.

So, come along for the ride, get inspired and Put Yourself Out There.

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.

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  (Azure AD), Okta, and SaaS platforms.
• Procures, configures, images, deploys, and tracks IT hardware and assets utilizing device management systems (Jamf Pro, Ninja One).
• 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…