Deskside Support Technician

Our client, is seeking a customer-focused and delivery-oriented Deskside Support Technician to join their internal IT Service Desk and End-User Support team.

In this hands-on technical support role, you will be responsible for providing efficient and effective first- and second-line technical support to end-users across hardware, software, and network environments. You will respond to service requests, troubleshoot diagnostic issues, perform root-cause analysis, and assist with modern endpoint management tools including Active Directory, Intune MDM, and SCCM. Working in a fast-paced environment, you will also support global tickets—including executive leadership escalations—while maintaining accurate IT asset records, developing knowledge base documentation, and driving continuous improvement across IT service delivery processes.

Duration: 24-Month Contract

Work Arrangement: 100% Onsite (Toronto, Ontario)

Working Hours:

Monday – Friday, 8:00 a.m. – 6:00 p.m. local time (with occasional ad-hoc out-of-hours maintenance support as requested)

Advantages
Long-Term Contract Stability:
Secure a multi-year (24-month) consulting engagement within a well-funded enterprise IT service delivery team.

Global Enterprise & Executive Exposure:
Expand your professional profile by managing support tickets originating globally, including high-visibility escalations for senior executive leadership.

Modern Endpoint Sandbox:
Hands-on experience administering enterprise endpoints using Intune MDM, SCCM software deployment, Active Directory group management, and cloud-integrated IT service management tools.

Continuous Improvement Culture:
Direct involvement in root-cause analysis, workflow automation, process optimization, and contributing to global knowledge base architectures.

Responsibilities
End-User Support & Incident Management
First & Second-Line Support:
Provide rapid, high-quality technical support to local and remote internal employees, diagnosing and resolving hardware, software, and network incidents in alignment with defined KPI targets.

Ticket Lifecycle Tracking:
Log, document, track, and prioritize support tickets in ITSM platforms, escalating complex technical issues to specialized engineering squads as needed.

Executive Escalations:
Deliver dedicated white-glove English language support for global service requests, including senior management and executive committee escalations.

Root Cause & Trend Analysis:
Proactively identify incident trends, perform root-cause analyses on recurring problems, and implement long-term preventative fixes.

Systems Administration, Provisioning & Endpoint Governance
User & Identity Administration:
Perform onboarding and offboarding workflows, managing user accounts, permissions, and Active Directory groups.

Device Management & Deployment:
Leverage Intune Mobile Device Management (MDM) and SCCM for patching, operating system upgrades, software deployment, and new endpoint device provisioning.

Data Restoration & Asset Management:
Perform data restoration activities upon request, maintain accurate records of hardware and software IT assets, and assist with IT equipment procurement.

Documentation & Training:
Create and update knowledge base articles, standard operating procedures, and troubleshooting guides; deliver end-user training sessions to drive seamless technology adoption.

Qualifications
Professional

Experience:

Proven hands-on experience operating in an enterprise IT service desk, deskside support, or technical incident management role.

Technical & Endpoint

Skills:

Proficient in diagnosing and resolving PC hardware, Windows OS, application, and local network connectivity issues.

Practical experience managing user accounts and groups in Active Directory.

Hands-on familiarity with SCCM (for device provisioning and software deployment) and Intune MDM.

Working knowledge of modern ITSM tools (e.g., Service Now, Halo, Remedy) and remote desktop support utilities.

Basic technical awareness of broader IT infrastructure components (operating systems, databases, middleware, network devices).

Soft Skills & Communication:
Exceptional written and verbal communication skills in English; customer-centric…