Deskside Analyst

Company Name:
ESC Corporate Services Ltd.

Location: Toronto, Ontario

Status: Full-time Permanent

Job Close Date: March 2, 2025

We are ESC, an experienced provider that delivers solutions uniting public records data, customer authentication, corporate services, collateral management, asset recovery, and accounts receivable management which support registration, due diligence, and lending practices of clients across Canada. Our people are what drives our innovation, growth, and well-being.

We are looking for a Deskside Analyst to help with our continued growth and contribute to our future.

The Deskside Analyst is responsible for providing on-site and remote deskside service support to an assigned group of users at ISC and/or its subsidiaries. Reporting to the Deskside Manager, other highlights include:

- Track deskside incidents and service requests and resolve assigned tickets within the agreed service time.
- Troubleshoot and break-fix end-user hardware and software related issues as needed.
- Assist with end-user data migration during the refresh or replacement of user devices.
- Frequently lift and carry end user equipment to and from users’ locations and stockrooms.
- Maintain documentation in ServiceNow Knowledgebase to be leveraged by both support teams and end users.
- Support network environments and perform upgrades, monitor, troubleshoot Azure network appliances.
- Asset Management, including requesting receiving, tagging, tracking, transferring and disposing of hardware assets, ensuring all activities accurate records are maintained in ServiceNow.
- Track software licenses usage and allocation using the company enterprise systems.
- Organize, maintain, and securely access stockrooms and follow standard procedures for items storage and organization.
- Support key projects across the organization and complete the assigned tasks on the agreed time.
- Support changes and releases deployment and complete related tasks on the agreed time.
- Use Microsoft Autopilot to preconfigure and enroll the end-user devices upon new employee hires.

What you’ll need:

- College/University Degree - preferably in Computer Science or IT related field.
- 3 years of Tier 2 or higher deskside support or engineering experience in a direct customer interaction role.
- Practical experience in large-scale systems and understanding of cloud-based management systems.
- Demonstrated technical skills in the areas of desktop support and engineering.
- Experience in providing onsite and remote end-user hardware and software support services.
- Proven experience in various technologies, including Microsoft Operating Systems, Office 365, MS Endpoint Manager tools, e.g., Intune, SCCM, Windows Autopilot, Apple operating systems and Apple-specific system administration.
- Experience in supporting AVD and VDIs.
- Proficient in LAN/WAN and Wireless networking.
- Working experience performing large workstation deployments that consist of Windows and Apple desktops and laptops.
- Experience in ServiceNow will be an asset.
- Excellent customer service, emotional intelligence, teamwork, interpersonal, analytical, critical thinking, and problem-solving skills.
- Excellent verbal and written communication skills in English with the ability to effectively interact with all stakeholders, including senior leadership.
- Flexibility to work off-hours and weekends as required.
- Ability to frequently lift and carry equipment.
- ITIL, CompTIA A+ and/or relevant Microsoft certification would be an asset

Please note: This position is eligible for a hybrid work arrangement consisting of in-office and remote work.

What we offer:

- We believe in progress with purpose.
- Innovative technology
- Growth through strategic partnerships
- Investment in new products
- We support your growth.
- Career development opportunities
- Education support
- We care about people.
- Competitive salary and benefits package
- Hybrid work schedule
- Recognition programs

A little more about us:
ESC is a wholly owned subsidiary of ISC (TSX:ISC). ISC is the leading provider of registry and information management services for public data and records. Throughout our history, we've excelled at delivering value to government, industry, and our community. We are the partner of choice for governments and private sector organizations seeking solutions across the information management spectrum.