Service Desk Analyst

Alquemy Search & Consulting; Ottawa; On-site; CAD 55,000 - 75,000; Full time

Job summary

Alquemy Search & Consulting seeks a Service Desk Analyst to support an enterprise Ottawa environment. The role emphasizes Windows 11 deployment, device refreshes, and endpoint management with strong IT asset discipline.

You will configure devices, manage onboarding, and provide end-user support onsite, while ensuring asset tracking across lifecycle and security compliance.

Qualifications

• Post-secondary diploma or degree in Computer Science or IT, or relevant certifications.
• 4+ years IT support experience in an enterprise.
• 3+ years laptop refreshes/deployments/hardware lifecycle experience.
• Experience provisioning Windows 10/11 endpoints.
• Experience with Microsoft Intune.
• Experience with Microsoft Autopilot.
• Experience with SCCM / Configuration Manager.
• Experience with ServiceNow IT Asset Management.
• Experience with endpoint security, encryption, patching, and device compliance.
• Strong troubleshooting and end-user support.
• Ability to work in enterprise IT processes.

Responsibilities

• Prepare, configure, and deploy Windows 11 laptops per MMD standards.
• Enroll and configure devices using Autopilot and config profiles.
• Install, configure, and validate laptops, docking stations, monitors, and peripherals.
• Support laptop refresh and device replacement initiatives.
• Assist users with profile and data migrations during device replacement.
• Provide onsite and remote end-user support, onboarding, and login assistance.
• Maintain device and asset information in ServiceNow, including assignment, inventory, and lifecycle.
• Decommission legacy equipment with secure data sanitization and asset updates.
• Support redeployment or disposal of equipment per processes.
• Validate endpoint compliance, security configuration, patching, encryption.
• Troubleshoot Windows endpoint issues and handle complex incidents.

Skills

Windows 11 deployment

Endpoint management

Asset lifecycle

End-user support

Microsoft Intune

Autopilot

SCCM / Configuration Manager

ServiceNow

Bilingual (EN/FR) proficiency

Troubleshooting

Education

Post-secondary diploma or degree in Computer Science/IT

Tools

Windows 10/11 endpoints

Job description

Secret Clearance is required for this position. Candidates must be eligible to obtain Secret Clearance and must have a minimum of 10 years of verifiable personal history.

Employment Type: Full-Time

Hours: 37.5 hours/week

Initial Term: 36 months

We are seeking an experienced Service Desk Analyst to support an enterprise endpoint environment in Ottawa. This role goes beyond traditional ticket-based help desk support and focuses heavily on Windows laptop deployment, device refreshes, endpoint management, asset lifecycle, and end-user support.

The successful candidate will help prepare and deploy Windows 11 devices, support users through hardware refreshes and onboarding, manage endpoint configurations, and ensure IT assets are properly tracked throughout their lifecycle.

This is a fully on-site role in Ottawa, so candidates must be comfortable working from the office.

Key Responsibilities

• Prepare, configure, and deploy Windows 11 laptops in accordance with Microsoft Managed Desktop (MMD) standards.
• Enroll and configure devices using Microsoft Autopilot and applicable configuration profiles.
• Install, configure, and validate laptops, docking stations, monitors, and other peripherals.
• Support laptop refresh and device replacement initiatives, including workstation setup and deployment.
• Assist users with the migration and transfer of profiles, settings, and data from legacy devices to replacement equipment.
• Provide onsite and remote end-user support, including onboarding, login assistance, and basic hardware/software troubleshooting.
• Maintain accurate device and asset information within ServiceNow, including assignment, status, inventory, and lifecycle information.
• Decommission and retire legacy equipment, including secure data sanitization and appropriate asset updates.
• Support the redeployment or disposal of equipment in accordance with established processes.
• Validate endpoint compliance, including security configuration, patching, encryption, and required endpoint protections.
• Troubleshoot Windows endpoint issues and escape more complex incidents when required.
• Provide support during non-standard hours, including occasional evenings or weekends, as required.

Required Qualifications

• Post-secondary diploma or degree in Computer Science, Information Technology, or a related discipline, or relevant industry certifications.
• 4+ years of experience providing IT support in an enterprise environment.
• 3+ years of experience supporting laptop refreshes, device deployments, or hardware lifecycle initiatives.
• Hands-on experience provisioning, deploying, configuring, and supporting Windows 10/11 endpoints.
• Hands-on experience with Microsoft Intune.
• Hands-on experience with Microsoft Autopilot.
• Experience with SCCM / Microsoft Configuration Manager for endpoint or software deployment.
• Experience using ServiceNow, including IT asset management and ticketing.
• Experience supporting endpoint security, encryption, patch management, and device compliance.
• Experience performing or supporting user profile and data migrations during device replacement.
• Strong troubleshooting and end-user support skills.
• Ability to work effectively in an enterprise environment with established IT processes.

Language Requirement

• English and French proficiency is required.