Senior Systems Analyst, Help Desk Manager & End Point Support

Employment Status:

Regular

Time Type:

Full time

BUILDING A WORLD CLASS TEAM STARTS WITH YOU

At 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 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 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 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 driver's 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 $88,260-110,320, 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.

CSA Group is an Equal Opportunity Employer and is committed to diversity, equity, and inclusion. We prohibit discrimination and harassment of any kind based on any grounds stipulated by applicable laws. We are an organization where opportunities are based on skills and abilities, and differences are respected and valued. Please contact us at [email protected] if you require accommodation in the interview process.