Senior Systems Analyst, Help Desk Manager & End Point Support

At the heart of CSA Group is a vision: making the world a better safer more sustainable place. Its been part of our mission for nearly one hundred years: from the first engineering standard for railway bridges developed in 1919 to more than 3500 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 peoples lives through the work that we do. Were looking for people like you to help make it happen.

This role will act as the senior on-site technical resource for CSAs 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 on-site 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 employees 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 isolating root causes and a preference for permanent fixes over workarounds.
• High degree of self-motivation personal discipline and accountability with the ability to work productively without direct supervision.
• Strong organizational and prioritization skills with the ability to manage competing demands and scheduled project work concurrently.
• Valid drivers license is required with travel within Canada to support standards committee meetings and other CSA locations.
• Certifications considered an asset: CompTIA A or Network Microsoft 365 Certified: Modern Desktop Administrator Associate ITIL Foundation or AVIXA CTS. Bilingualism (English/French) is considered an asset.

This position requires regular in-person attendance and punctuality in accordance with Company policies. Additionally the ability to interact well with other employees and work overtime as necessary is required.

The typical hiring range for this position is $ however based on a variety of considerations (such as education licenses certifications and/or experience) CSA Group reserves the right to flexibility outside of the stated range.