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