Why Ryan?Hybrid and Remote Work OptionsAward-Winning CultureGenerous Personal Time Off (PTO) BenefitsUp to 20 Weeks of Parental Leave Top-up (Adoption IncludedMonthly Gym Membership OR Gym Equipment ReimbursementHealth and Dental Benefit Eligibility Effective Day OneRRSP with Employer MatchTuition Reimbursement After One Year of ServiceThe Desktop Administrator II (“Desktop Administrator”) maintains and manages distributed desktop and laptop systems and software, including, but not limited to, installation, configuration, preventive maintenance, operation, and problem-resolution activities. The Desktop Administrator also participates in all aspects of help desk functions.
This is a hybrid role in Calgary, AB with about 2-3 days in office and the remainder working virtually. There will be 5% or less travel within Canada to support office moves in this role.
Duties and

Responsibilities:
People:Provides Tier 1-2 helpdesk support in an enterprise computing environment of 6,000+ users.
Participates in team knowledge sharing and informal cross-training efforts.
Offers guidance and peer mentorship to Team MembersTroubleshoots and resolves technical issues up to VP-level Team Members with professionalism, positivity, and urgency.
Participates in cross-training and knowledge sharing with Team Members.
Participates in the Desktop Administration on-call support rotation as needed.
Client:Responds to support tickets and service requests via collaboration tools using phone, ticketing systems and remote tools.
Supports both remote and in-office users, ensuring resolution within SLA targets.
Assists with desktop software deployments, imaging, application installations, and patching.
Helps track and maintain hardware assets and inventory records.
Supports end-user onboarding and workstation setups, including office moves and hardware swaps.




Value:Installs, troubleshoots, and maintains products and equipmentConducts testing and assists in general lab workDiagnoses and repairs desktop and laptop hard drives, monitors, and printers at end-user workstationsOccasionally assists system administrators with complex technical tasks, including debugging and supporting hardware modules and systemsCoordinates, office, desk moves, and reconnects computer equipmentProvides Tier 1-2 help desk support in corporate computing setting that consists of Windows 10 clients in a professional and timely manner.
Responds to help desk requests via phone and online help desk systems and follows through on all assigned tickets to meet/exceed client expectations according to firm SLA’s and department “Best Practice” guidelines.
Participates in companywide On-call rotation regularly and as needed.
Determines and recommends which products or services best fit the customers’ needs.
Installs, troubleshoots, and maintains products and equipment.
Trains employees; identifies, analyzes, and repairs product failures; and orders and replaces parts as needed.
Assists in the installation, maintenance, and general support of systems.
Assists users with questions or problems.
Assists with system backups and recovery, and installation of new software.
Occasionally assists System Administrators with complex technical tasks, including debugging and supporting hardware modules and systems.




Occasionally assists Network Administrators with complex technical tasks, including troubleshooting and supporting networking equipment.
Conducts testing and assists in general lab work.
Coordinates, moves, and reconnects computer equipment.
Maintains hardware inventory, spare-parts log, and work log.
Occasionally assists IT Infrastructure team members with installation and swap-out of server hardware, including servers, disks, and communication gear.
Maintains desktop computers, laptop computers, and computer printers with current BIOS/firmware.
Maintains current versions of Firm software on end-user systems.
Experience supporting MacOS and Apple devices.
Relies on proven experience and judgment to plan and accomplish goals.
Follows information systems policies and controls to ensure data accuracy, security, and legal and regulatory compliance.
Provide mentoring and coaching to team members.
Interact with executive level employees to troubleshoot and resolve technical issues.
Assists with other projects as needed.
Adherence to General Data Protection Regulation (GDPR)Experience supporting, troubleshooting, and administering Zoom meeting software.
Other duties as assignedEducation and

Experience:
High-school diploma or general equivalency diploma (GED) with three to five years related desktop administration experience.
Computer

Skills:
Strong technical troubleshooting skills are required, with working knowledge of Windows 11, macOS, and Microsoft 365 applications (Outlook, Word, Excel, and OneDrive). Experience supporting collaboration and conferencing tools such as Zoom and Microsoft Teams is also required.
The role requires hands-on experience with ticketing systems such as Ivanti or ServiceNow, remote support platfo

📌 Desktop Administrator II, IT Infrastructure (Calgary)
🏢 Ryan
📍 Calgary