IT Support Technician

Senior Desktop Support Engineer

GEI Consultants is a nationally recognized engineering and environmental consulting firm with offices across North America. We are seeking a highly skilled and experienced Senior Desktop Support Engineer to join our IT Support Team in Abbotsford, BC. This role will be part of a collaborative, cross-regional team with colleagues in Sacramento, Green Bay, and Ontario, Canada, supporting over 1,700 employees in both office and remote environments. The Senior Desktop Support Engineer will play a key role in providing Tier 2/3 technical support across GEI's North American operations. The successful candidate will demonstrate technical expertise, excellent customer service, and a proactive approach to problem-solving in a fast-paced and dynamic environment.

Essential Responsibilities & Duties

• End-User Support: Provide advanced support for desktop/laptop hardware, Windows OS, Microsoft 365, Networking, applications, VPN, Security, mobile devices, printers, and peripherals—both in-person and remotely.
• Ticket Management: Manage, prioritize, and resolve support requests through JitBit (or similar ITSM system), Microsoft Teams, and phone, ensuring SLA compliance.
• Device Lifecycle Management: Image, configure, deploy, and maintain end-user devices using Windows Autopilot, Intune, and Endpoint Manager.
• Advanced Troubleshooting: Resolving complex hardware, software, and network issues escalated from junior technicians. System Administration: Manage accounts and groups in Azure and on-premise Active Directory, Office 365 and other enterprise applications.
• Problem Management: Identifying, analyzing and resolving recurring issues.
• Security : Support endpoint protection using Endpoint Protection, BitLocker, and CrowdStrike.
• Networking: Support LAN/WAN Network Infrastructure including wireless and VPN.
• Software Deployment: Intune Software Deployment with PMPC (PatchMyPC). Update, and support engineering and productivity software (e.g., AutoCAD, Bentley Suite, Bluebeam, Adobe products, etc.).
• Documentation: Create and maintain technical documentation, knowledge base articles, and standard operating procedures. Compliance: Ensuring adherence to safety, compliance and licensing standards
• Collaboration: Work closely with cross-functional teams including Procurement, Cybersecurity, and Infrastructure for escalated issues and projects.
• Project Participation: Participate in technology rollouts, system upgrades, and other project-related initiatives.
• Travel & On-Call: Willingness to travel occasionally within the U.S. and Canada and participate in an on-call support rotation (including evenings/weekends as needed).

Required Qualifications

• Education : Bachelor's degree in Information Technology, Computer Science, or related field required, equivalent combination of *Active Certifications accepted.
• Experience :
• 5–10 years of relevant IT support experience in a mid to large-sized organization with increasing levels of responsibility.
• Proven experience supporting hybrid cloud environments (Microsoft 365, Azure AD, Intune).
• Technical Proficiency :
• Windows 10/11 administration
• Azure AD, Intune, Windows Autopilot
• Microsoft 365 (Outlook, Word, Excel, PowerPoint, Teams, OneDrive, SharePoint)
• Powershell
• Familiar with CrowdStrike Endpoint Protection is a plus
• Familiar with Airlock is a plus
• Remote tools (e.g., Kaseya VSA, TeamViewer)
• Soft Skills :
• Provides technical support to the Helpdesk team and staff
• Excellent verbal and written communication skills
• Strong organizational skills and attention to detail
• Ability to work independently and collaboratively
• Commitment to follow-through and resolving issues to completion
• Adaptability and calm under pressure

Preferred Certifications (not required but beneficial)

• CompTIA A+, Network+, or Security+
• Microsoft 365 Certified: Endpoint Administrator Associate
• ITIL Foundation

GEI is an AA/equal opportunity employer, including disabled and veterans.