We are seeking Lead Desktop Support Technician to support a large-scale enterprise laptop refresh program. This Technician will be responsible for imaging, deploying, and documenting new laptops for end users across office and branch locations, ensuring a smooth transition with minimal business disruption. This is a hands-on, customer-facing role focused on high-volume device deployment following established IT procedures and schedules. This role is fully in office role in Downtown, Toronto, starting as a 6 month contract to start.
Job Responsibilities
- Image, configure, and stage new laptops prior to deployment
- Deploy laptops to end users through scheduled, appointment-based sessions
- Assist users with first-time login, authentication, and validation of access
- Troubleshoot basic hardware, Windows, networking, and connectivity issues at time of deployment
- Recover old laptops during deployment appointments and ensure proper return handling
- Update tickets, asset records, and documentation accurately in IT systems
- Follow documented deployment SOPs, asset management, and security processes
- Provide professional, clear communication to end users during deployment activities
Job Qualifications
Mandatory Technical Skills
- Strong experience with Windows 11 deployment and troubleshooting in an enterprise environment
- Hands-on experience with laptop imaging and provisioning, ideally using Microsoft Intune / Autopilot or similar tools
- Experience supporting Azure AD / Entra ID user logins, including initial login and MFA troubleshooting
- Basic networking and connectivity troubleshooting (Wi‑Fi, VPN)
- Strong customer service and interpersonal skills with confidence supporting end users in person and over video conference
- Comfortable working in office and branch locations
IT Operations & Tooling
- Experience using ServiceNow or similar IT ticketing systems to update incidents, tasks, and deployment notes
- Experience with IT asset management and inventory tracking, including recording device serial numbers and ownership changes
- Ability to follow standard operating procedures (SOPs) and work within structured deployment processes
- Previous experience supporting a large-scale laptop refresh or rollout project (hundreds or thousands of devices)
- Candidates should be comfortable with high-volume, repeatable deployment work
*This job posting is for a current vacancy with our client.
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