## Senior Systems Analyst, Help Desk Manager & End Point SupportApply: Toronto: Full time: Posted 3 Days Ago: R ## Employment Status:Regular## Time Type:Full time## BUILDING A WORLD CLASS TEAM STARTS WITH YOUAt the heart of CSA Group is a vision: making the world a better, safer, more sustainable place. It's been part of our mission for nearly one hundred years: from the first engineering standard for railway bridges developed in 1919, to more than 3,500 standards, codes & related products today.
Headquartered in Canada, with a global footprint of more than 30 labs and offices across Europe, Asia and North America, CSA Group tests, inspects and certifies a wide range of products
- from every day househould items to leading edge technology-to meet exacting requirements for safety, performance and environmental impact.
Our employees take pride in making a difference in people's lives through the work that we do. We're looking for people like you to help make it happen.## Job Summary:This role will act as the senior on-site technical resource for CSA’s Toronto location and is accountable for the end-to-end delivery of site support services: end-user computing, endpoint build and lifecycle, the corporate mobile fleet, meeting room technology, print services, IT asset control and in office infrastructure hands.

Responsibilities:
* Acts as the technical resource and final on-site escalation point for the Toronto location, resolving complex end-user issues across hardware, operating systems, applications, and peripherals before engaging Tier 3, network, security, or vendor support.
* Manages the on-site support queue in SolarWinds Service Desk, logging, categorizing, prioritizing, and resolving tickets against defined service level targets.
* Builds, maintains, and publishes the standard laptop and desktop images, and images,



configures, and deploys new devices so every device is delivered ready for the employee's first day.
* Ensures deployed endpoints remain current on operating system versions, firmware, and security patches, and verifies required security configuration, including disk encryption, endpoint protection, and multi-factor authentication enrolment, prior to release.
* Recovers, wipes, re-images, refurbishes, and repurposes returned laptops, and prepares end-of-life equipment for secure data destruction and disposal.
* Procures, configures, deploys, and supports the corporate mobile fleet (Apple iOS), enrolling and managing devices in Microsoft Intune and performing remote lock or wipe as needed.
* Installs, configures, and troubleshoots the Xerox multifunction device fleet, including print queues, secure print release, and consumables management.
* Installs, cables, and commissions meeting room technology, including displays, cameras, and microphones, and configures and supports Microsoft Teams Rooms systems.
* Provides hands-on technical setup and live support for on-site meetings, standards committee sessions, town halls, and events, including travel to off-site meetings as required.
* Troubleshoots wireless connectivity and client-side network issues, escalating to the network team with structured diagnostic evidence, and acts as remote hands for directed work in the site network closet.




* Owns and maintains the IT asset register across the full hardware lifecycle, and manages the IT stock room, including spares, consumables, reorder points, and periodic inventory reconciliation.
* Delivers IT onboarding for new hires, including equipment handover and account provisioning, and executes offboarding activities, including equipment recovery and access removal.
* Documents resolutions, builds and maintains knowledge base articles and site runbooks, and drives down repeat ticket volume through self-service and permanent fixes.
* Escorts and oversees third-party vendors and contractors performing technology work on site, holding service providers to agreed response and quality expectations.
* Provides guidance, coaching, and knowledge transfer to less experienced technicians, managed service providers, and colleagues supporting other CSA locations.
* Demonstrates superior customer service, supporting users at all technical skill levels in person and over the phone, and closes tickets to user satisfaction. Preferred Education &

Experience:
* Information Technology related Bachelor Degree or College Diploma or equivalent, or degree with 5 plus years of information systems experience.
* Broad practical knowledge of end-user computing hardware, Windows and macOS operating systems, endpoint management tooling, and common business applications.
* Working knowledge of core networking concepts (TCP/IP, DNS, DHCP, VPN, wireless connectivity) sufficient to isolate and resolve client-side issues and escalate with evidence.
* Practical audio-visual skills, including low-voltage cabling, display and camera mounting, and room commissioning.
* Strong problem-solving skills, with a structured, methodical approach to isol

📌 Senior Systems Analyst, Help Desk Manager (Toronto)
🏢 CSA Group
📍 Toronto