Desktop Service Technician

Job Description

Please note:

- Current work authorization for Canada is required for all openings.
- This is a regular, full-time position.
- You will be working on a 100% in office schedule as part of Fidelity’s dynamic working arrangement.
- The working hours for this position will be Monday - Friday, rotating shifts between 7:00 AM - 6:00 PM, with a rotating team on-call schedule.

At Fidelity, we’ve been helping Canadian investors build better financial futures for over 35 years. We offer a range of trusted investment portfolios and services and are constantly seeking new ways to help our clients. As a privately owned company, we embrace innovation in all areas as we grow into the future.

Working with us means you’ll be part of a diverse and dedicated group of people who make a real difference for our clients and communities every day. You’ll have many opportunities to grow and develop your career in an inclusive environment where you’ll feel valued and supported to be your best—both personally and professionally.

The Desktop Technical Services team provides level‑2 technical support to the Fidelity Canada line of businesses across Canada. Our operational success is driven by a strong team cohesion focused on delivering high‑level service quality and customer experience to staff working remotely and in the office. We support staff across the country from the main office in Toronto and smaller regional offices in Montreal, Calgary and Vancouver.

The Desktop Service Technician is responsible for providing excellent reactive second and/or third‑level hardware and software support services, ensuring all PC systems and computing devices perform smoothly and efficiently and maintaining PC security in support of user workstations and applications.

• Interact in a professional manner with all staff with a strong focus on customer satisfaction and resolution.
• Provide 'white glove' services to Executives and business‑critical staff such as Investment Management (Traders) and Sales.
• Respond promptly to requests from the Executive and Leadership team, as well as during after‑hours on‑call situations.
• Strive to ensure all individual and team SLA targets are met.
• Adhere to all established processes and policies.
• Investigate incident and problem tickets for root cause and resolution.
• Escalate priority cases and engage vendors accordingly to ensure timely resolution or product delivery.
• Follow standard procedures for employee onboarding, transfer and off‑boarding.
• Use Service Now to lead all daily activities and maintain hardware assets.
• Plan and procure equipment proactively for staff onboarding and hardware refresh projects.
• Manage devices with Microsoft Configuration Manager (SCCM), Intune and JAMF Pro.
• Support audio/video conferencing rooms (Zoom and Teams).
• Provide local support at two disaster recovery sites (Downtown Toronto and Vaughan).

• Computer Science College Diploma / University Degree preferred or equivalent work experience.
• Bilingualism in English and French is an asset.
• ITIL v4 and A+ certification are an asset.
• 2+ years of hands‑on experience as a Desktop Technician (level
  2).
• Proficient in Microsoft Windows 11 and Apple macOS operating systems.
• Experienced with Microsoft Office 2016 and Microsoft 365 (O365) productivity suite.
• Skilled in Microsoft Deployment Toolkit for system imaging and deployment.
• Expertise in Autopilot for hybrid and modern build deployments.
• Hands‑on experience with Azure Intune, Jamf Pro, Dell Wyse Management Suite (WMS), and Citrix Director for device and endpoint management.
• Knowledge of configuring Poly and Crestron meeting room equipment for Zoom and Microsoft Teams video conferencing integration.
• Proficient in Service Now for managing incidents, problems, change requests, and tracking end‑user hardware assets.
• Familiar with secure remote access solutions including ZScaler ZPA and Pulse Always‑On VPN for laptops.
• Lead and support projects related to hardware refresh and system migrations.
• Participate in Business Continuity Planning (BCP) and disaster recovery activities.
• Diagnose and repair Lenovo computer hardware,…