- Company Name
- ALTEN Canada
- Job Title
- Desktop Technician
- Job Description
-
**Job Title**
Desktop Technician – Service Desk
**Role Summary**
Primary technical resource on the Service Desk, responsible for diagnosing and resolving complex desktop, software, and peripheral issues. Provides Level 3 support, escalates unresolved incidents, deploys and configures workstations, manages SCCM, administers Office 365, and assists with ServiceNow implementation. Acts as a mentor for junior technicians and leads process improvement projects.
**Expectations**
- Minimum 5 years of related experience.
- University degree in Computer Science, Information Technology, Business, or equivalent.
- ITIL certification required; additional IT certifications (e.g., Microsoft A+, MCP, MCSA, MCSA: Server) preferred.
- Strong scripting (PowerShell, batch, VBScript) and Windows imaging/deployment knowledge.
- Fluency in English; bilingual English/French is an asset.
**Key Responsibilities**
- Troubleshoot and resolve desktop OS, software, and hardware issues for end‑users.
- Deploy and configure desktops, laptops, and workstation-class computers.
- Manage SCCM for patch deployment, configuration, and imaging.
- Administer Office 365 and other cloud applications.
- Contribute to ServiceNow deployment phases and incident management.
- Liaise with external vendors to diagnose and resolve hardware/software problems.
- Mentor and train junior staff on tools and processes.
- Document and improve technical processes and project deliverables.
- Participate in problem management, continuous improvement, and technology research activities.
- Serve as technical authority for image creation and management.
**Required Skills**
- Expert knowledge of Windows 7/10 desktops and Windows Server environments.
- Advanced understanding of SCCM, WDS, MDT, and Windows Imaging.
- Proficiency with ServiceNow, ITSM best practices, and incident escalation workflows.
- Solid scripting skills (PowerShell, batch, VBScript).
- Strong analytical, problem‑solving, and communication abilities.
- Familiarity with end‑user hardware (PCs, laptops, printers, Apple devices).
- Understanding of security procedures, endpoint protection, password compliance, and VPN technologies.
- Knowledge of Active Directory, corporate networking, and cloud deployment.
**Required Education & Certifications**
- Bachelor’s degree in Computer Science, Information Technology, Business, or related field, or equivalent experience.
- ITIL Foundation or higher.
- Relevant Microsoft or IT certifications (e.g., MCSA, MCP) highly desired.