Desktop Administrator II, IT Infrastructure

Ryan LLC; Calgary; Hybrid; CAD 58,000 - 81,000; Full time

Benefits offered by this job

Hybrid and Remote Work Options

Award-Winning Culture

Generous PTO

Parental leave top-up (up to 20 weeks)

Gym membership or reimbursement

Health and Dental Benefit Eligibility

RRSP with Employer Match

Tuition Reimbursement After One Year

Job summary

Ryan LLC in Calgary, Alberta, seeks a Desktop Administrator II to manage distributed desktop systems, perform imaging, deployment, and patching, and provide Tier 1-2 helpdesk support for 6,000+ users. The role blends in-office 2–3 days with remote work, and minor travel for office moves within Canada.

Advanced Windows/macOS support, security hygiene, and familiarity with Ivanti, ServiceNow, and Intune/SCCM are expected. Travel is limited to 5% or less.

Qualifications

• High-school diploma or GED with 3–5 years related desktop administration experience.
• Strong technical troubleshooting skills across Windows and macOS environments.

Responsibilities

• Provide Tier 1-2 helpdesk support for 6,000+ users in an enterprise environment.
• Respond to tickets via phone, email, and remote tools; resolve within SLA targets.
• Assist with desktop software deployments, imaging, and patching; manage hardware inventory.

Skills

Windows 11

macOS

Microsoft 365

Zoom

Microsoft Teams

Troubleshooting

On-call support

Helpdesk

Desktop imaging

Hardware repairs

PowerShell

Automation

Networking basics

Software deployment

Imaging

Firmware updates

Education

High-school diploma or GED

Tools

Ivanti

ServiceNow

Ivanti Neurons

TeamViewer

Microsoft Intune

SCCM

Active Directory

BitLocker

PowerShell

Job description

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 recommend 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.

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.
• Certificates 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

• Standard indoor working environment. Occasional long periods of sitting while working at the computer.
• Must be able to lift, carry, push or pull up to 30 lbs.
• Regular interaction with internal stakeholders and external vendors.

Independent Travel requirement

• less than 5%

Equal Opportunity Employer: disability/veteran Compensation Pay Transparency: Calgary, ON Salary: $57,500 - $80,500. Certain roles may be eligible for incentive compensation.

Ryan offers outstanding opportunities to work in a dynamic, rapidly expanding tax services firm serving the world’s most respected Global 5000 companies. Our innovative work environment, accelerated growth path for high performers, competitive benefits package, and outstanding earning potential provide the most rewarding career experience available in the industry.

Ryan employees are given the freedom to do their best work in the way they work best. With a clear understanding of expectations and accountabilities, our employees are given ownership of their time and flexibility to meet the demands of their professional and personal lives.

Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States and with Ryan LLC (i.e., H1-B visa, F-1 visa (OPT), TN visa or any other non-immigrant status).

Job duties related to this role are to be conducted in a manner that adheres to privacy laws, as well as follows internal governance related to protecting confidential information and trade secrets, and to securing data and company records.

Equal Employment Opportunity/Affirmative Action/Accommodation Ryan, LLC is an equal opportunity employer and is committed to compliance with all applicable laws prohibiting employment discrimination. It is our policy to take all employment actions and make all employment decisions without regard to race, color, religion, creed, gender, sex (including pregnancy), affectional or sexual orientation, gender identity or expression, national origin, ancestry, age, marital status, citizenship status, genetic predisposition or carrier status, disability, military status, status as a disabled or other protected veteran or any other protected status under applicable law. It is Ryan’s policy to make reasonable accommodation for qualified individuals with disabilities.

*Notice to Canada Candidates – In accordance with the Accessibility for Ontarians with Disabilities Act (AODA) and the Canadian Human Rights Act, Ryan ULC will provide accommodation, accessible formats and communication supports for the interview upon request.Ryan welcomes and encourages applications from people with disabilities*.