- End-User Support: Provide onsite and remote Level 1/Level 2 support for desktops, laptops, thin clients, mobile devices, docking stations, monitors, headsets, printers, and other peripherals.
- Incident Resolution: Diagnose and resolve operating system, application, hardware, network connectivity, VPN, printing, and user-profile issues within agreed service levels.
- Endpoint Provisioning: Build, image, configure, deploy, replace, and decommission Windows endpoints in line with approved standards and security controls.
- Application Support: Install, configure, upgrade, and troubleshoot approved business applications, Microsoft 365, Outlook, Teams, OneDrive, browsers, and collaboration tools.
- Identity Support: Perform authorized Active Directory and Microsoft Entra ID activities, including password resets, account unlocks, device domain joins, and basic access troubleshooting.
- Ticket Management: Record, categorize, prioritize, update, and close incidents and service requests in ServiceNow or the designated ITSM platform, maintaining accurate troubleshooting notes and resolution details.
- Asset Management: Maintain accurate hardware and software inventory, asset tagging, stock records, assignment details, warranty information, and secure disposal documentation.
- User Lifecycle Support: Support joiner, mover, and leaver activities, including workstation setup, equipment handover or recovery, access validation, and data-transfer coordination.
- Security and Compliance: Ensure endpoint patching, antivirus, encryption, firmware,



and approved security configurations are current; promptly report security risks or policy violations.
- Customer Service: Communicate clearly and professionally with users, provide timely status updates, manage expectations, and deliver a positive support experience.
- Escalation and Collaboration: Escalate unresolved or complex issues to infrastructure, network, security, application, vendor, or engineering teams and coordinate through resolution.
- Knowledge Management: Create and maintain troubleshooting guides, known-error records, standard operating procedures, and user self-help content.
- Operational Support: Assist with office moves, meeting-room technology, desk setups, hardware refreshes, pilot deployments, and other scheduled IT activities.

Required Skills and Experience o Hands-on experience supporting Windows desktops and laptops, common office applications, peripherals, and basic LAN/Wi-Fi connectivity.

o Working knowledge of Active Directory, Microsoft Entra ID, Microsoft 365, endpoint imaging, remote-support tools, and endpoint-management platforms such as Microsoft Intune or Configuration Manager.

o Understanding of ITIL-aligned incident, service request, problem, change, and asset-management processes.

o Strong troubleshooting, analytical, documentation, prioritization, customer-service, and communication skills.

o Ability to work independently and collaboratively in a rapid-paced environment, handle multiple requests, and provide support outside standard hours when required.

o Relevant diploma or degree in Information Technology or equivalent practical experience; CompTIA A+, Microsoft, or ITIL certification is preferred.

📌 Windows Desktop / End-User Support (Calgary)
🏢 BullTechSystem
📍 Calgary