Service Desk Analyst

Job summary

The role involves preparing, configuring, and deploying Windows 11 laptops according to MMD standards and managing the full hardware lifecycle. Responsibilities include performing user data migrations, maintaining asset records in ServiceNow, and providing onsite technical support.

Job details

Russell Tobin & Associates is hiring on behalf of one of its esteemed clients. Job Title: Service Desk Analyst Location: Ottawa, CA (Onsite) Duration: 36+ Months Client: Federal Client Pay Rate: $40 - $45/hr [CAD] Education and Certifications • University degree, college diploma or recognized certification in information technology from a recognized institution. Language • Bilingual (French and English) Key Responsibilities: • Prepare, configure, and deploy Windows 11 laptops in accordance with Microsoft Managed Desktop (MMD) standards, including Autopilot enrollment and configuration profile implementation. • Install, configure, and validate laptops, docking stations, monitors, and peripheral devices at user workstations or designated staging locations. • Perform user data migration activities, including the backup and transfer of user profiles, settings, and data from legacy devices using approved tools and procedures. • Maintain accurate asset inventory records in ServiceNow, including device assignment, status updates, and lifecycle management information. • Provide onsite and remote deployment support, including user onboarding, login assistance, issue resolution, and basic technical troubleshooting. • Decommission legacy devices by performing secure data sanitization, updating asset records, and preparing hardware for disposal or redeployment. • Validate device compliance with organizational security, patching, encryption, and configuration requirements before and after deployment activities. • Related activities and deliverables, as required. Relevant Experience • A minimum of four (4) years of demonstrated experience providing IT support services in an enterprise environment. • A minimum of three (3) years of demonstrated experience supporting laptop refresh, device deployment, or hardware lifecycle initiatives. • Demonstrated experience deploying, provisioning, configuring, and supporting Windows 10 and/or Windows 11 laptops in an enterprise environment. • Demonstrated experience performing device refresh activities, including user data migration, hardware replacement, workstation setup, and device configuration. • Demonstrated experience maintaining IT asset inventory records and lifecycle information, and providing end-user support and troubleshooting for laptops, docking stations, and peripherals during deployment activities. Technical Skills • Demonstrated experience using Microsoft Intune for device deployment, provisioning, configuration, and management. • Demonstrated experience using Microsoft SCCM (Configuration Manager) for operating system deployment, software deployment, or device management. • Demonstrated experience using ServiceNow for IT asset management, inventory tracking, and lifecycle management. • Demonstrated knowledge of Windows 10/11 device imaging, provisioning, configuration profiles, and endpoint management. • Demonstrated knowledge of device compliance, security policies, patch management, and endpoint protection in an enterprise environment. If this opportunity matches your experience and career goals, please share your most updated resume for consideration.

What you’ll do

The role involves preparing, configuring, and deploying Windows 11 laptops according to MMD standards and managing the full hardware lifecycle. Responsibilities include performing user data migrations, maintaining asset records in ServiceNow, and providing onsite technical support.

Requirements

Candidates need at least four years of enterprise IT support experience and three years specifically in device deployment or laptop refresh initiatives. A university degree, college diploma, or recognized IT certification is required, along with bilingual proficiency in French and English.

Listed skills

• Asset Management · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Windows 11
• Microsoft Intune
• Microsoft SCCM
• ServiceNow
• Autopilot
• Asset Management
• Data Migration
• Technical Troubleshooting
• Endpoint Management
• Device Provisioning
• Hardware Lifecycle Management
• Windows 10
• Bilingual French and English
• Patch Management
• Security Compliance
• IT Support

Job areas

• Technology
• Customer Service & Support
• Government & Public Sector