Endpoint Device Management Technician (Desktop Support 3)

Vernon, BC | 🕘 7.5 hours/day | Onsite

Travel: Up to 30%

Possibility of Extension

About the Role

We are seeking a highly skilled Endpoint Device Management Technician (Desktop Support 3) to join our team in Vernon, BC. This role provides advanced Tier 3 support across a wide range of endpoint technologies and plays a critical part in ensuring reliable device performance within a large enterprise environment. This is a replacement role, supporting ongoing sustainment work within a team of approximately 50 people.

Key Responsibilities

• Provide Tier 3 technical support for desktops, laptops, mobile devices, printers, and peripherals.
• Diagnose and resolve complex hardware, software, and networking issues.
• Work collaboratively with internal IT teams and external vendors to resolve escalated incidents.
• Manage and troubleshoot enterprise endpoint management platforms such as Intune and SCCM.
• Lead desktop configuration, deployment, and lifecycle management activities.
• Deliver end-user training and guidance on best practices.
• Maintain endpoint security including patching, malware protection, and vulnerability management.
• Perform software installations, updates, and compliance support.
• Oversee device imaging, provisioning, and standardized deployment processes.
• Document incidents, service requests, and escalations using ITSM tools (e.g., ServiceNow, Jira).
• Contribute to process improvements and operational efficiencies.
• Stay current on emerging technologies and endpoint management trends.

Must‑Have Skills

• Expertise with Tier 3 technical support
• Strong understanding of Windows OS, Active Directory/Entra ID, and authentication systems.
• Advanced troubleshooting and root-cause analysis skills for complex technical issues.

Nice‑to‑Have Skills

• Scripting and automation experience (PowerShell, Python).
• Familiarity with endpoint security tools, cloud services, and compliance frameworks.
• Relevant certifications, such as: Microsoft Endpoint Administrator, CompTIA Security+ / Network+ ITIL Foundation

Required Qualifications

• 5+ years' experience in desktop support or endpoint management, including Tier 3 support.
• Strong technical proficiency in Windows environments.
• In-depth understanding of networking principles (TCP/IP, DNS, DHCP, VPN, Wi-Fi).
• Experience with device imaging, deployment, and configuration management.
• Strong analytical and problem-solving skills.
• Excellent communication and customer service abilities.
• Experience with ticketing systems (ServiceNow, Jira, or equivalent).
• Ability to work independently and as part of a team.
• Assets: CompTIA A+, Microsoft Certified: Modern Desktop Administrator, ACSP.

Preferred Experience

• Cloud-based device management exposure.
• Mobile device management (iOS/Android).
• Scripting experience for automation and troubleshooting.
• Experience working within an ITIL-aligned environment.

Physical Requirements

• Ability to lift up to 30 lbs for equipment moves.
• Must be able to work fully onsite and support stakeholders across the organization.