This position reports to the Manager, End User Compute & Service Delivery and is responsible for all aspects of the ongoing operation, maintenance, support, and enhancement of end user compute and collaboration infrastructure.
RESPONSIBILITIES:
- Support EUC infrastructure such as desktops, laptops, vdi, video conferencing system, VoIP telephony and all end user software.
- Monitor technology trends, conduct research, pilot, and implement new end user and collaboration technologies.
- Create and track all service-related incidents in IVANTI Service Desk (ITSM tool) and ensure all assigned tickets meet defined SLAs (service level agreements).
- Support all staff as a sme for euc technologies via phone, email, remote control, and walk-ups.
- Facilitate remediation of issues by escalating incidents to various technology teams within the IT department.
- Application currency, patching and vulnerability remediation on euc infrastructure on an ongoing basis.
- Build, test, and image laptops using Intune auto pilot.
- Build and test application packages for auto deployment.
- Build, test and maintain VMware horizon and all associated components of the VDI environment.
- Configuration management on euc systems to ensure strict adherence to security hardening standards.
- Prepare and update Service Delivery procedures and documents by working with IT Trainer.
- Maintain accurate inventory records of hardware, software, and peripherals.
- Participate in IT Service Delivery projects to complete project tasks on time and on budget.
- Work with Microsoft Intune and SCCM, perform tenant administration and desktop analytics.
- Occasional travel may be required to other branch offices.
- Occasional on-call and overtime work may be required after hours or on weekends.
Requirements
- Minimum 3 years of advanced modern desktop, end user compute and helpdesk experience.
- Post-secondary education in a computer networking and technical support related program
- Expert knowledge of PC hardware
- Expert skills in Microsoft Intune Administration
- Expert skills in SCCM software deployment and Microsoft Desktop Analytics reporting.
- Strong understanding of Windows 10/ 11 operating system architecture
- Expert knowledge of Office365 (click2run application)
- Thorough knowledge of Networking, Active Directory, DNS, DHCP and RDP.
- Intermediate knowledge of VoIP (CISCO 8865 programming/configuration)
- Intermediate knowledge of CISCO WebEx Video Conferencing using Cisco WebEx cloud technologies and Unified Communications.
- Expert knowledge of VMWare Horizon View/Virtual Desktop Infrastructure
- Knowledge of IVANTI Management Suite
- Expert knowledge of software virtualization
- Expert Knowledge in laptop imaging process and master VDI Images (Intune Autopilot and VMware Horizon)
- Excellent teamwork and communication skills
- Asset: Fluency in French is preferred
- Good organizational and time management skills, ability to carry out concurrent tasks,
- Technical certifications - Microsoft MDA, MCITP, A+, ITIL v3, VCAP
ATTRIBUTES:
- Service oriented
- Analytical skills
- Strong Communicator
- Results oriented
- Flexible and Efficient
- Problem Solver