BMO is currently sourcing for a Senior Desktop Support Analyst to support the Capital Markets IT team. This is an onsite contract role in Toronto (5 days in office per week).Role Overview:The Senior Desktop Support Analyst will provide comprehensive technical support and troubleshooting for end-user and corporate systems, ensuring smooth operation of the desktop and server environments. This role plays a critical part in maintaining high service levels and technical excellence within BMO Capital Markets, with a focus on customer satisfaction and operational efficiency.Key Responsibilities:• Install, troubleshoot, and support various operating systems including Windows (7/10/11) and MAC OS, along with the MS Office 365 suite.• Image and re-image corporate and BYOD end-user systems utilizing the SCCM platform based on approved service tickets.• Offer technical and troubleshooting support for mobility devices including iOS and Android, ensuring seamless operation for BMO Capital Markets users.• Provide support for multi-functional devices (print/scan/copy/fax) and assist with large-scale office moves and changes.• Deliver high-quality, white glove service and IT orientation to all new employees in the Capital Markets division.• Log customer incidents and service requests accurately in Service Now to meet service level agreements (SLA).• Participate in end-user device lifecycle management and maintain asset management tools to support effective device deployment.Must-Have Skills:• 5+ years of experience with Microsoft Windows operating systems, Active Directory, and group policies.• Proven background in troubleshooting TCP/IP, DNS, DHCP, and VPN network issues, with 5+ years in an end-user support role in a fast-paced financial environment.• Familiarity with mobile device management platforms such as Intune or AirWatch.• Technical certifications: ITIL, CompTIA A+, Network+, Security+, Microsoft Certified Professional (MCP).• Experience with market data applications (e.g., Bloomberg, FactSet) and knowledge of Dell/HP/Apple device support.Nice to Have Skills:• Experience working in a Managed Services Provider environment.• Knowledge of disaster recovery and emergency response IT support protocols.Ideal Candidate:• Possesses a degree in Computer Science, Information Technology, or equivalent hands-on experience.• Demonstrates excellent communication skills, both verbal and written, critical for client-facing interactions.• Has a proactive approach to identifying and resolving issues, ensuring minimal disruption to the business.
