Desktop Service Technician

Full job descriptionJob DescriptionPlease 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 Fidelitys 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.What You Will DoInteract 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 on-boarding, transfer and off-boarding.Use ServiceNow to lead all daily activities and Maintain hardware assetsPlan 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).What Were Looking ForComputer 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 ServiceNow for managing incidents, problems, change requests, and tracking end-user hardware assets (laptops, desktops, Apple devices, monitors, etc.).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, including managing the RMA process.Engage with vendors for equipment procurement and conduct hardware evaluations.Manage corporate mobile devices for voice and data through Bell Mobility.Oversee the maintenance and support of multifunction printers.The Expertise You BringStrong troubleshooting experience with desktops, laptops, virtual machines (Citrix), cellular mobile devices, multifunction printers, LAN & wireless connectivity, Pulse Secure (VPN) and software installations.Experience with enterprise-wide rollouts of new operating systems and software.Strong analytical and problem-solving skills.A motivated team player who can work well under pressure, and in a fast-paced environment.Some of the ways well help you feel valued and supported as part of our team:Flexible working arrangements - 100% remote, hybrid, and in office optionsCompetitive total compensation, including company contributions to your group RRSP without a matching requirement from youComprehensive health benefits that start on your first day, with 100% employer-paid premiums, that include up to $5000 annually for mental health services and therapyParental leave top-up to 100% of your salary for a period of 25 weeksUp to $650 for home office equipmentGenerous time off policy, including 2 paid days annually to volunteer at a charity of your choiceDiversity and inclusion programs, including an active network of Employee Resource GroupsExtensive professional development opportunities, including access to over 11,000 training and development courses, tuition reimbursement, and monetary rewards for completing a required designationWe care a lot about fostering a compassionate, people-centric culture, and are proud to have been named one of Canadas Top 100 employers for the last five years.