Desktop Support Technician

Sharp Brains; Town of Athabasca; On-site; CAD 50,000 - 70,000; Full time

Job summary

Sharp Brains in Canada (Alberta) seeks an Onsite Desktop Support Technician to manage desktop devices, handle IMAC/desk side tasks, and resolve hardware/software incidents across users. You’ll deploy images, patch systems, and maintain configurations via SCCM and Intune, with strong AD and VPN support.

Ideal candidates have 2–4 years of onsite experience, solid Windows OS knowledge, and familiarity with ServiceNow and remote support tools. MAC support and printers/scanners experience are a plus.

Qualifications

• 2-4 years of experience in Onsite support.
• Experience with Windows OS and desktop device management.
• Experience with incident management through to resolution.
• Experience with IMAC and desk side support services.
• Experience with patching, image deployment and remote management of Desktop Devices.

Responsibilities

• Manage Desktop Devices (hardware, software and connectivity) incidents through to resolution.
• Manage IMAC and desk side support services.
• Handle hard/soft break-fix for laptops and desktops.
• Provide hardware/software support for Desktop Devices across lifecycle.
• Monitor security profiles and antivirus on Desktop Devices.

Skills

Onsite support

Windows OS

Desktop devices incidents

IMAC/desk side support

SCCM

Intune

ServiceNow

Active Directory

MS Office / Outlook

Lync / VPN / mobile support

Remote support tools

Apple MAC support

Printers & Scanners

Image deployment

Tools

ServiceNow

SCCM

Intune

Active Directory

Job description

• 2-4 years of experience in Onsite support
• Knowledge and experience on windows OS
• Manage Desktop Devices (hardware, software and connectivity) incidents through to resolution.
• Manage IMAC and desk side support services.
• Manage hard and soft break fix services for laptops and desktops.
• Provide standard and approved hardware and software (operating systems and standard office applications) support and maintenance on Desktop (Field Users) Devices for their entire lifecycle (including the remote management of Desktop Devices using appropriate tools).
• Support, Manage, Optimize and Maintain the configuration and installation of the Desktop, to include, but not limited to, patch updates, hardware replacements, with spares provided by vendor.
• Experience with Service management tool – ex – Service now
• Experience with SCCM (system center configuration manager) and Intune.
• Should have good expertise on EUC tools, remote support tools, MS office and outlook.
• Preferable to have a good understanding of Lync, VPN, and mobile device support.
• Analyze Service Desk calls for Desktop Devices and incident data to identify and advice Customer of any potential user training requirement and automation.
• Ensure that each Desktop Device is installed with the appropriate Desktop image.
• Monitor security profiles and anti-virus software on all Desktop Devices and take appropriate action in the event of non-compliance with security requirements
• Provide VIP support for Desk side issues per contract and be point of contact at the site for all IT related issues if no other IT support team unavailable like for MI calls.
• Good to have – knowledge in Active Directory and smart hands and feet support.
• Good to have – knowledge and experience of supporting MAC devices and tablets
• Administration of Printers and Scanners.
• Troubleshoot and resolve issues related to Active Directory and SCCM (System Center Configuration Manager).
• Deploy, manage, and maintain software packages, updates, and patches using SCCM. Monitor software distribution and handle inventory and reporting.