Help Desk Technical Analyst, Desktop Infrastructure and Endpoint Services

Technical Analyst – Desktop Infrastructure, Endpoint Services (L1 and L2 Help Desk support)

Contract duration: 6 month contract to start

Hybrid Model: Mississauga, 3 days a week on site at their office, some travel to the downtown

Interview process: 2 rounds, in person (first round must be completed this week)

Main Deliverables

• Lead endpoint and infrastructure discovery, standardization, and lifecycle management
• Administer enterprise identity, endpoint, and network environments
• Ensure stable, secure, and scalable desktop and endpoint services

Technical Stack

• Windows 10/11 environments
• Active Directory (On-Prem) and Azure AD (Entra ID)
• Endpoint management & deployment processes (imaging, provisioning, lifecycle management)
• Fortinet VPN, Cisco DUO
• Ticketing & collaboration tools (JIRA, Confluence, HEAT, Zammad, HubSpot)
• Change management (CAB processes)
• Network and host infrastructure environments

Requirements

• Hands-on experience managing Active Directory (on-prem) and Azure AD environments
• Experience with endpoint lifecycle management (build, deploy, upgrade, asset tracking)
• Experience supporting remote endpoint configuration and user environments
• Understanding of change management processes (CAB) in enterprise environments
• Experience working with VPN, MFA tools (Fortinet, Cisco DUO or similar)
• Exposure to infrastructure operations (network, host computing environments)
• Experience using enterprise ticketing systems (JIRA, HEAT, Zammad, or similar)

Responsibilities

• Lead discovery initiatives for newly acquired entities by identifying and cataloging assets, devices, systems, OS versions, and applications to support integration and standardization
• Manage and administer user accounts, devices, and infrastructure through on-prem Active Directory and Azure AD
• Support and coordinate network and host computing infrastructure operations, ensuring SLAs are maintained
• Follow and enforce Change Advisory Board (CAB) processes for infrastructure and endpoint-related changes
• Configure and support endpoint devices remotely, including user setup and troubleshooting
• Collaborate with vendors, clients, and service providers to ensure hardware, software, and services meet operational and performance expectations
• Manage asset inventory and oversee build, deployment, and upgrade processes, ensuring adherence to documented procedures and quality standards
• Utilize daily tools including Fortinet VPN, Cisco DUO, JIRA, Confluence, HEAT, Zammad, and HubSpot for operations and support