Role Description The IT Retail Service Desk Analyst provides guidance, assistance, coordination, and follows up on questions, incidents, or problems of systems applications, hardware, and software installed or maintained in our environment. This role primarily provides Tier I support on a variety of issues to end users. - Respond to various channels including tickets, phone calls, email, and face-to-face requests. - Document, track, and monitor issues to promote timely resolution. Duties and Responsibilities - Answer incoming calls, email, voicemail, and document, troubleshoot and resolve or escalate incident tickets from end users and retail stores. - Resolve hardware and application/software issues within the POS system (Epicor), desktops, servers, printers, and other mission-critical systems. - Analyze the source of problems reported, locate trends, and recommend measures to minimize or eliminate future occurrences. - Help train others and document knowledge for self-help (Tier 0), as well as Tier I and Tier II. - Identify and learn appropriate software applications used and supported by the organization. - Implement and own best practices and business processes, including: - Proactive management of outages and issues. - Active ownership and transition of technical issues. - Knowledge Management and dissemination of information. - Participate in maintaining and updating bulletins, knowledge bases, and frequently asked questions resources on the IT intranet. - Ensure quality of service through: - Documenting all pertinent end user identification information. - Responding to requests in a friendly, confident, and professional manner. - Assist in the research and identification of root causes and systemic issues. - Create support and notification documentation. - Raise individual and team performance level by: - Achieving daily performance and service level goals. - Providing recommendations to management for improvement and compliance. - Complying with all operating procedures and guidelines. - Demonstrating excellence in incident management and problem resolution. - Providing guidance and mentoring to other team members. Scope - Staff supervision and development: No - Decision making: No - Travel: Up to 5% - Flex Designation: Anywhere Compensation and Benefits The anticipated range for this position is $20.91 - $31.30 per hour depending on location, knowledge, skills, education, and experience. In addition, we offer comprehensive and competitive benefits to Associates (and their families) such as: - Early access to pay. - Medical, dental, and vision insurance. - Life insurance. - Short-term and long-term disability. - 401k plan enrollment for eligible Associates. - Paid time off up to 236 hours per year (inclusive of PTO, floating holidays, and paid holidays). - Paid sick time up to 80 hours per year unless otherwise required by law.

• Build the digital services that keep Alberta running. • Support service-related activities including new development and configuration, system and application maintenance and support, multi-project delivery, technical consultation and expertise, Electronic Information Management (EIM), customer relationship management, and compliance with Government of Alberta (GoA) standards, policies, and practices. • Develop, enhance, and maintain enterprise applications and databases that support critical government services. • Design and implement secure, high-quality solutions that meet business and technical requirements. • Support the reliability and performance of 24/7 business-critical systems. • Troubleshoot, resolve, and prevent application and database issues. • Collaborate with business partners to analyze requirements and recommend effective technical solutions. • Provide technical guidance to clients and stakeholders across government. • Stay current with emerging technologies, cloud services, automation, and industry best practices to continuously improve service delivery.

• Monthly tax routine and tax calculations: perform daily and monthly calculation of federal, state and municipal taxes (PIS, COFINS, ICMS, DIFAL, ICMS-ST, ISSQN, IRPJ, CSLL and withholding taxes). • Ensure correct treatment of withholdings on services received (R-4000 series) and accurate posting of tax invoices. • Prepare and submit PER/DCOMP for compensation and refund of federal tax credits. • Monitor and regularize the company's tax status, controlling deadlines and issuance of Negative Debt Certificates (Certidões Negativas de Débitos - CNDs). • Generate, validate and submit monthly EFD-Contribuições (with focus on calculation of non-cumulative credits) and EFD-Reinf. • Operate and submit DCTFWeb and monthly DCTF within regulatory deadlines. • Proficient with the Nota do Milhão portal (São Paulo City Hall) for issuing ISS payment slips and submitting NFTS (services received). • Provide support and prepare tax data for the annual ECD and ECF filings. • Contribute directly to configuring tax rules, CFOPs and rates within the company's ERP to automate postings. • Proven experience in tax bookkeeping and tax calculation for companies under the Lucro Real and Lucro Presumido regimes (service providers). • Stay up to date with rules related to the Tax Reform.

• Support the gathering and understanding of clients' needs; • Map processes, activities, owners, business rules, and improvement opportunities; • Create and configure new processes, forms, stages, rules, automations, and approval flows; • Participate in the implementation and evolution of processes on platforms such as Pipefy, Zeev, and other BPM tools; • Perform adjustments, tests, user acceptance testing (UAT), and validations with users; • Support the administration and management of platforms used by clients; • Provide functional support to users, answering questions and resolving process-related issues; • Create documentation, manuals, procedures, and support materials; • Assist with training sessions and presentations for users and business areas; • Monitor tickets, requests, deadlines, and project deliveries; • Identify opportunities for simplification, standardization, automation, and continuous improvement; • Work collaboratively with technical teams, project managers, and business stakeholders.