Desktop Administrator II, IT Infrastructure

Ryan

Calgary

Hybrid

CAD 58,000 - 81,000

Full time

41 hours ago

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Benefits offered by this job

Generous PTO

Parental Leave Top-up (4-20 weeks)

Gym Membership/Reimbursement

Health and Dental Day One

RRSP with Employer Match

Tuition Reimbursement

Job summary

Ryan in Calgary, AB is seeking a Desktop Administrator II to maintain distributed desktop systems and support the help desk for 6,000+ users. The role blends in-office and remote work with 2–3 days on-site and minimal travel.

You will handle software deployments, imaging, patching, hardware inventories, onboarding, and on-call support while mentoring teammates in a fast-paced enterprise environment. Strong Windows/macOS and M365 knowledge is essential.

Qualifications

Strong technical troubleshooting skills required.
Working knowledge of Windows 11, macOS, and Microsoft 365 applications (Outlook, Word, Excel, OneDrive).
Experience with ticketing systems (Ivanti or ServiceNow) and remote support tools (Ivanti Neurons or TeamViewer).

Responsibilities

Provides Tier 1-2 helpdesk support for 6,000+ users in an enterprise environment.
Participates in knowledge sharing and cross-training.
Mentors team members and assists in on-call rotation.
Resolves technical issues up to VP-level with professionalism and urgency.
Supports desktop software deployments, imaging, patching, and onboarding.
Maintains hardware assets and inventory records.

Skills

Technical troubleshooting

Remote support

Team collaboration

Mentoring teammates

Education

High-school diploma or GED with 3-5 years related desktop administration experience

Tools

Ivanti

ServiceNow

Ivanti Neurons

TeamViewer

Microsoft Intune

SCCM

Active Directory

BitLocker

PowerShell

Zoom

Microsoft Teams

Windows 11

macOS

Microsoft 365

Job description

Generous Personal Time Off (PTO) Benefits
Up to 20 Weeks of Parental Leave Top-up (Adoption Included
Monthly Gym Membership OR Gym Equipment Reimbursement
Health and Dental Benefit Eligibility Effective Day One
RRSP with Employer Match
Tuition Reimbursement After One Year of Service

Why Ryan?

Hybrid and Remote Work Options
Award-Winning Culture
Generous Personal Time Off (PTO) Benefits
Up to 20 Weeks of Parental Leave Top-up (Adoption Included
Monthly Gym Membership OR Gym Equipment Reimbursement
Health and Dental Benefit Eligibility Effective Day One
RRSP with Employer Match
Tuition Reimbursement After One Year of Service

The Desktop Administrator II (“Desktop Administrator”) maintains and manages distributed desktop and laptop systems and software, including, but not limited to, installation, configuration, preventive maintenance, operation, and problem-resolution activities. The Desktop Administrator also participates in all aspects of help desk functions.

This is a hybrid role in Calgary, AB with about 2-3 days in office and the remainder working virtually. There will be 5% or less travel within Canada to support office moves in this role.

Duties And Responsibilities

People

Provides Tier 1-2 helpdesk support in an enterprise computing environment of 6,000+ users.
Participates in team knowledge sharing and informal cross-training efforts.
Offers guidance and peer mentorship to Team Members
Troubleshoots and resolves technical issues up to VP-level Team Members with professionalism, positivity, and urgency. Participates in cross-training and knowledge sharing with Team Members.
Participates in the Desktop Administration on-call support rotation as needed.

Client

Responds to support tickets and service requests via collaboration tools using phone, ticketing systems and remote tools.
Supports both remote and in-office users, ensuring resolution within SLA targets.
Assists with desktop software deployments, imaging, application installations, and patching.
Helps track and maintain hardware assets and inventory records.
Supports end-user onboarding and workstation setups, including office moves and hardware swaps.

Value

Installs, troubleshoots, and maintains products and equipment
Conducts testing and assists in general lab work
Diagnoses and repairs desktop and laptop hard drives, monitors, and printers at end-user workstations
Occasionally assists system administrators with complex technical tasks, including debugging and supporting hardware modules and systems
Coordinates, office, desk moves, and reconnects computer equipment
Provides Tier 1-2 help desk support in corporate computing environment that consists of Windows 10 clients in a professional and timely manner.
Responds to help desk requests via phone and online help desk systems and follows through on all assigned tickets to meet/exceed client expectations according to firm SLA’s and department “Best Practice” guidelines.
Participates in companywide On-call rotation regularly and as needed.
Determines and recommends which products or services best fit the customers’ needs.
Installs, troubleshoots, and maintains products and equipment.
Trains employees; identifies, analyzes, and repairs product failures; and orders and replaces parts as needed.
Assists in the installation, maintenance, and general support of systems.
Assists users with questions or problems.
Assists with system backups and recovery, and installation of new software.
Occasionally assists System Administrators with complex technical tasks, including debugging and supporting hardware modules and systems.
Occasionally assists Network Administrators with complex technical tasks, including troubleshooting and supporting networking equipment.
Conducts testing and assists in general lab work.
Coordinates, moves, and reconnects computer equipment.
Maintains hardware inventory, spare-parts log, and work log.
Occasionally assists IT Infrastructure team members with installation and swap-out of server hardware, including servers, disks, and communication gear.
Maintains desktop computers, laptop computers, and computer printers with current BIOS/firmware.
Maintains current versions of Firm software on end-user systems.
Experience supporting MacOS and Apple devices.
Relies on proven experience and judgment to plan and accomplish goals.
Follows information systems policies and controls to ensure data accuracy, security, and legal and regulatory compliance.
Provide mentoring and coaching to team members.
Interact with executive level employees to troubleshoot and resolve technical issues.
Assists with other projects as needed.
Adherence to General Data Protection Regulation (GDPR)
Experience supporting, troubleshooting, and administering Zoom meeting software.
Other duties as assigned

Education And Experience

High-school diploma or general equivalency diploma (GED) with three to five years related desktop administration experience.

Computer Skills

Strong technical troubleshooting skills are required, with working knowledge of Windows 11, macOS, and Microsoft 365 applications (Outlook, Word, Excel, and OneDrive). Experience supporting collaboration and conferencing tools such as Zoom and Microsoft Teams is also required.

The role requires hands‑on experience with ticketing systems such as Ivanti or ServiceNow, remote support platforms like Ivanti Neurons or TeamViewer, and endpoint management tools such as Microsoft Intune and SCCM. A solid understanding of Active Directory for user and device management is expected.

Familiarity with device encryption (e.g., BitLocker), basic network troubleshooting, software deployment, firmware updates, and secure imaging best practices are highly preferred. Exposure to PowerShell scripting and automation tools is a plus.

Certificates And Licenses

A valid driver’s license is required due to occasional travel and on‑site support. Industry certifications such as CompTIA A+ or Microsoft Certified: Modern Desktop Administrator Associate are preferred. Certifications in ITIL Foundation or Jamf 200 (for macOS environments) are considered a plus. Exposure to security or network-focused training, such as CompTIA Network+ or Security+ are beneficial.

Supervisory Responsibilities

This position has no supervisory responsibilities.

Work Environment