We are a leading organization in our industry, committed to providing exceptional technology solutions and ensuring smooth IT operations across our various locations. Our IT team is integral to our success, ensuring that all devices and endpoints are performing optimally. We are currently seeking a highly skilled Endpoint Device Management Technician (Desktop Support 3) to join our team at our ***Burnaby, BC location***.

Position Overview:
The Endpoint Device Management Technician (Desktop Support 3) will be responsible for providing advanced technical support and troubleshooting for hardware and software issues across a wide variety of endpoint devices. This role will focus on Tier 3 support, addressing complex issues that cannot be resolved at lower support levels. The technician will work closely with internal teams and vendors to ensure seamless operation of end-user systems. The role requires strong expertise in device management, desktop support, and proactive maintenance.

Key Responsibilities:

Provide advanced Tier 3 technical support for desktop, laptop, and other endpoint devices (e.g., mobile devices, printers, peripherals) across the Windows environment.

Diagnose and resolve complex hardware, software, and network issues for end-users.

Collaborate with internal IT teams to resolve system and application-related issues efficiently and promptly.

Implement, manage, and troubleshoot endpoint management systems, including but not limited to SCCM, Intune, or similar tools.

Lead in the setup, configuration, and deployment of desktop systems, hardware, and software.

Conduct end-user training and provide guidance on best practices for device usage, troubleshooting, and security.

Monitor and maintain endpoint security, including virus/malware protection, system patching, and vulnerability management.

Assist with software installation, updates, and upgrades in accordance with corporate standards.

Manage device imaging and provisioning processes to ensure uniformity and efficiency across all endpoints.

Perform hardware upgrades, repairs, and replacements for end-user devices when necessary.

Document, track, and manage IT incidents, service requests, and escalations through the IT service management platform.

Participate in continuous improvement initiatives to streamline and enhance support processes.

Stay updated with the latest technology trends, best practices, and IT support methodologies.

Required Skills and Qualifications:

Minimum of 5 years of experience in desktop support or endpoint management roles, with a focus on Tier 3 or advanced technical support.

Strong proficiency in supporting Windows desktop operating systems.

Expertise in using and managing endpoint management solutions such as Microsoft SCCM, Intune, or other industry-standard tools.

In-depth knowledge of networking concepts, protocols, and troubleshooting (TCP/IP, DNS, DHCP, VPN, Wi-Fi, etc.).

Experience with imaging, deployment, and configuration management for endpoint devices (e.g., Windows Imaging, macOS deployment).

Strong problem-solving and troubleshooting skills with the ability to manage multiple priorities.

Familiarity with endpoint security tools and practices, including anti-malware, endpoint encryption, and patch management.

Ability to configure and troubleshoot common desktop applications (e.g., Microsoft Office Suite, Adobe products, web browsers, etc.).

Strong communication skills, both verbal and written, with a customer-focused mindset.

Experience with IT ticketing systems such as ServiceNow, Jira, or similar platforms.

Ability to work independently and collaborate in a team-oriented environment.

IT certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator, or Apple Certified Support Professional (ACSP) are highly desirable.

Preferred Qualifications:

Experience working with cloud-based device management platforms.

Familiarity with managing mobile device environments (iOS/Android).

Scripting experience (PowerShell, Bash, or other scripting languages) to automate tasks and troubleshooting.

ITIL Foundations certification or experience working in an ITIL-aligned environment.

Physical Demands:

Ability to lift and move desktop equipment (up to 30 lbs) when required.

Ability to work onsite and engage with various stakeholders across the organization.

Must-Have Skills.

· Advanced Troubleshooting & Root Cause Analysis – Strong ability to diagnose and resolve complex hardware, software, and networking issues.
· Operating Systems & Virtualization – Proficient in Windows (client/server), and platforms like VMware or Hyper-V.
· Cloud & Networking Knowledge – Experience with Microsoft 365, Azure, and solid understanding of TCP/IP, DNS, DHCP, and VPNs.

Nice-to-Have Skills:
· Scripting & Automation – Familiarity with PowerShell, Bash, or similar tools to automate task
· Mobile Device Management (MDM) – Experience with Intune, or other MDM platforms.
· Certifications – ITIL, CompTIA (A+, Network+), or Microsoft certifications are a plus.