Reference #: 7322
Location: Nunavut
Type: Sub-contract

Donna Cona Inc. is currently seeking a Senior Systems Administrator – Desktop Expertise, for one of our key government clients.  The candidate will work within Information Management / Information Technology (IM/IT), dealing primarily with end user deployment of technologies and technical support for Helpdesk.  The candidate will provide Tier 2 and 3 Technical expertise within the Helpdesk section as well as provide coaching and support to call centre, staging and remote field technicians.

Candidate MUST have the following:

  • Proven ability to design, deploy, and administer desktop and laptop solutions including inventory management;
  • Ability to provide support in a deployment based environment using SCCM and Intune;
  • Extensive Helpdesk experience and knowledge of incident tracking and management;
  • Experience with Windows 10, TCP/IP, DHCP, DNS, Active Directory;
  • Familiarity with computer hardware based solutions including Dell and Microsoft products workstations, laptops and mobile devices and the surface product line;
  • Ability to work in a team environment as well as independently;
  • Technical team leadership skills will be an asset;
  • Excellent writing and documentation skills; and
  • High level of organizational skills.

Candidate should have the following demonstrated experience:

  • Tracking and documenting service Incidents and providing Incident status reports;
  • Carrying out routine maintenance on client workstations and client application software;
  • Carrying out Tier 2 and Tier 3 problem resolution when escalated from a Tier 1 Call Centre Agent or more junior Informatics Technician;
  • Reporting and updating action track logs, and escalating unresolved items to Tier 3 systems;
  • Enforcing stated desktop configuration standards;
  • Installing, configuring, upgrading, and repairing workstations, printers, and other peripherals;
  • Installing, configuring, and upgrading workstation operating systems;
  • Installing and configuring desktop Office Automation tools (MS Office 365, Outlook etc.) and various software revisions and patches;
  • Providing desktop problem determination and resolution services;
  • Producing daily and weekly personal activity reports as and when required.
  • Installing, configuring, optimizing, testing and administrating of physical and virtual desktop hardware including workstations, laptops, tablets and other related;
  • Installing, configuring, optimizing, testing and administrating of desktop operating systems, software and applications;
  • Installing firmware for workstations and related peripherals;
  • Installing and configuring manufacturer service packs, application updates and fixes as required;
  • Tracking and documenting workstation service requests;
  • Reporting and updating action track logs, and escalating unresolved items to manufacturer support teams;
  • Contributing to the post mortem analysis following any workstation failure and providing colleagues and management with recommendations on adjustments to procedures in order to prevent future incidents;
  • Performing inventory and asset management services for all workstation hardware and software deployed by the Help Desk;
  • Recycling, de-commissioning, disposing of IT assets, related peripherals and desktop as required;
  • Preparing, labeling, and shipping purchased IT goods to clients;
  • Creating, administering access rights, expiring user accounts, and archiving accounts;
  • Tracking and documenting service incidents/problems and providing status reports;
  • Handling all work orders, for requests for information on IT services, guidelines and procedures;
  • Reporting and updating work orders, escalating unresolved items to more senior tiers;
  • Enforcing desktop/network configuration standards and data security;
  • Providing resolution services for known issues, and suggesting workarounds to maintain a regular flow of business;
  • Providing early recognition of major systems failures, and reporting any failures to the proper supporting team for resolution; and
  • Using Active Directory to manage accounts, profiles, and policies.

Donna Cona is committed to a diverse, equitable and inclusive workplace. We are an equal opportunity employer.  We don’t discriminate on the basis of gender, gender identity, sexual orientation, race, national origin, disability, age or any other protected status.   We are committed to maintaining a barrier free recruitment process by providing equal employment opportunities through recruiting and retention of individuals. 

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