Deskside Administrator

Position: Deskside Administrator

Location: Calgary, AB (Onsite)

Employment Type: Full-Time

Job Summary:

We are seeking a skilled Deskside Administrator to provide onsite and remote Level 1/Level 2 IT support. The role is responsible for troubleshooting Windows endpoints, Microsoft 365 applications, hardware, peripherals, connectivity, identity/access issues, and maintaining endpoint security and asset standards.

Key Responsibilities:

• End-User Support: Provide onsite and remote Level 1/Level 2 support for desktops, laptops, thin clients, mobile devices, docking stations, monitors, headsets, printers, and other peripherals
• Incident Resolution: Diagnose and resolve operating system, application, hardware, network connectivity, VPN, printing, and user-profile issues within agreed service levels.
• Endpoint Provisioning: Build, image, configure, deploy, replace, and decommission Windows endpoints in line with approved standards and security controls.
• Application Support: Install, configure, upgrade, and troubleshoot approved business applications, Microsoft 365, Outlook, Teams, OneDrive, browsers, and collaboration tools.
• Identity Support: Perform authorized Active Directory and Microsoft Entra ID activities, including password resets, account unlocks, device domain joins, and basic access troubleshooting.
• Ticket Management: Record, categorize, prioritize, update, and close incidents and service requests in ServiceNow or the designated ITSM platform, maintaining accurate troubleshooting notes and resolution details.
• Asset Management: Maintain accurate hardware and software inventory, asset tagging, stock records, assignment details, warranty information, and secure disposal documentation.
• User Lifecycle Support: Support joiner, mover, and leaver activities, including workstation setup, equipment handover or recovery, access validation, and data-transfer coordination.
• Security and Compliance: Ensure endpoint patching, antivirus, encryption, firmware, and approved security configurations are current; promptly report security risks or policy violations.
• Customer Service: Communicate clearly and professionally with users, provide timely status updates, manage expectations, and deliver a positive support experience.
• Escalation and Collaboration: Escalate unresolved or complex issues to infrastructure, network, security, application, vendor, or engineering teams and coordinate through resolution.
• Knowledge Management: Create and maintain troubleshooting guides, known-error records, standard operating procedures, and user self-help content.
• Operational Support: Assist with office moves, meeting-room technology, desk setups, hardware refreshes, pilot deployments, and other scheduled IT activities.

Required Skills:

• Hands-on experience supporting Windows desktops and laptops, common office applications, peripherals, and basic LAN/Wi-Fi connectivity.
• Working knowledge of Active Directory, Microsoft Entra ID, Microsoft 365, endpoint imaging, remote-support tools, and endpoint-management platforms such as Microsoft Intune or Configuration Manager.
• Understanding of ITIL-aligned incident, service request, problem, change, and asset-management processes.
• Strong troubleshooting, analytical, documentation, prioritization, customer-service, and communication skills.
• Ability to work independently and collaboratively in a fast-paced environment, handle multiple requests, and provide support outside standard hours when required.
• Relevant diploma or degree in Information Technology or equivalent practical experience; CompTIA A+, Microsoft, or ITIL certification is preferred.