Desktop Services Technician II

Geosyntec, a fast-paced and deadline-driven environmental professional services firm, is seeking an enthusiastic, independent, resourceful, and experienced Desktop Support Technician, Level II, to join our growing Information Technology team to ensure company systems and networks are continuously designed, developed, deployed, and managed with an emphasis on robust and effective security and risk management controls. A strong focus on customer service for regular interaction with company employees to identify and resolve problems expeditiously, following established standards and procedures, is required. This position would work out of our Guelph, Ontario, Canada office. This position also has the option to participate in our company’s hybrid work program.

Geosyntec is an innovative, international engineering and consulting firm serving private and public-sector clients to address new ventures and complex problems involving our environment, natural resources, and civil infrastructure. Our engineers, scientists, technical and project employees serve our clients from offices across the world. Ranked by ENR as one of the top environmental engineering design firms, Geosyntec is internationally known for its technical leadership, broad experience, and exceptional client service.

We invest in our people.  Each employee is unique, and your career at Geosyntec will be too.  We offer competitive pay and benefits, and well-being programs to support you and your family.

To Learn More Visit: http://www.geosyntec.com/careers/.

Is this the right position to help achieve your professional goals? Some of the key responsibilities for this position include:

• Perform intermediate to advanced desktop administration and client/desktop service and support in supporting, maintaining, and managing IT endpoint assembly, installation, imaging, configuration, optimization, maintenance, repair, testing, and upgrading client-facing technologies.
• Perform the imaging of computers using SCCM, creating bootable USB drives.
• Perform advanced troubleshooting and diagnostics for optimum performance by users of desktop computers, laptops, handheld/wireless devices, printers, copiers, and related computing technologies, adhering to departmental procedures and company policy.
• Support intermediate to advanced Office 365 services.
• Administer appropriate levels-related security controls, governance, compliance, and data loss prevention to secure enterprise computing assets from vulnerabilities and threats (e.g., anti-virus, anti-spam, anti-spyware, etc.).
• Efficiently manage, research, and troubleshoot relative incoming incident and service management requests with the ability to prioritize accordingly, escalating requests as appropriate to other IT team members in a fast-paced team environment (telephone, email, and tracking systems).
• Ensure complex customer needs are monitored, addressed, documented, and resolved promptly and effectively through customer satisfaction.
• Gather relevant information and regularly update the manager and teammates regarding progress, risk management, potential business impact, resource management, timing, overruns, etc.
• Compose supporting technical documentation as it relates to this position.
• Cross-collaborate with all IT operating segments as needed.

• Associates degree and a minimum of two (2) years of relevant experience, or a cumulative minimum of four (4) years total relevant experience in an intermediate to advanced computer, laptop, and mobile device support role, supplemented by coursework in the field or any equivalent combination of education, experience, and training. (required)
• Microsoft Office 365 Fundamentals (required), Certified Modern Desktop Administrator Associate (preferred), or equivalent Microsoft certification in Windows Operating System 10 min. (required)
• Apple certification. (preferred)

• Proficiency with systems-related diagnostics, troubleshooting, maintenance, and repair, including new installs, upgrades, optimizations, and general day-to-day operations. (required)
• Experience installing, testing, and troubleshooting related hardware and software applications, including multi-platform operating systems and third-party applications. (required)
• Advanced experience with desktop administration and client/desktop service and support, maintaining and managing IT endpoint assembly, installation, imaging, configuration, optimization, maintenance, repair, testing, and upgrading client-facing technologies. (required)
• Advanced experience with troubleshooting and diagnostics for optimum performance by users of desktop computers, laptops, handheld/wireless devices, printers, copiers, and related computing technologies, adhering to departmental procedures and company policy. (required)
• Experience providing end-user call support, prioritization, and escalation of service needs. (required)
• Ability to work under pressure and exercise sound professional judgment in analyzing problems to resolve or escalate intermediate to advanced system issues. (required)
• Ability to handle multiple tasks to completion and through to customer satisfaction. (required)
• Proven organization/planning, customer service, and response skills. (required)
• Participate in IT on-call rotation schedule for Desktop Support team to include evenings and weekends as needed (generally one week every several months). (required)
• Flexibility to travel to company offices around the company as needed. (required)
• Valid Canadian driver’s license and satisfactory driving record for business travel. (required)
• To ensure confidentiality with client information, this IT position may require a background check.
• Visa sponsorship is not available for this position.

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