Job Description

Service Desk Analyst

Role Overview

We are seeking an experienced Service Desk Analyst to support an enterprise IT environment. The role will focus on laptop refreshes, device deployment, hardware lifecycle management, endpoint provisioning, and user support.

Key Responsibilities

• Configure and deploy Windows 10/11 laptops, including enrollment and deployment through Microsoft endpoint management tools.
• Set up and validate laptops, docking stations, monitors, and other peripherals.
• Perform user data and profile migrations from legacy devices to new equipment.
• Maintain accurate asset and device records within ServiceNow or similar IT service management platforms.
• Provide onsite and remote support for device deployments, user onboarding, login issues, and basic troubleshooting.
• Decommission legacy devices, including data sanitization, asset updates, and preparation for redeployment or disposal.
• Ensure deployed devices meet organizational security, patching, encryption, and configuration standards.

Qualifications & Requirements

• Post-secondary education in Computer Science, Information Technology, or a related field, or relevant industry certifications.
• 4+ years of experience providing IT support in an enterprise environment.
• 3+ years of experience with laptop refresh, device deployment, or hardware lifecycle projects.
• Hands-on experience supporting Windows 10/11 in enterprise environments.
• Experience with Microsoft Intune, Autopilot, and SCCM/Configuration Manager.
• Experience with ServiceNow IT Asset Management (ITAM) and ticketing.
• Understanding of endpoint security, encryption, patch management, and user profile/data migration.
• Legally authorized to work in Canada and eligible for applicable security clearance requirements.