Desktop Technician

About ALTEN:

In just three decades, ALTEN has become a global leader in Research & Development, Engineering, IT Services, Life Sciences, and Network Services. With a presence in more than 30 countries and a team of over 60,000 employees, we are trusted by industry leaders worldwide to deliver pioneering solutions and drive technical excellence.

ALTEN CANADA , a proud subsidiary of ALTEN headquartered in France, is dedicated to serving the Canadian market. With offices in Montreal and Toronto, we combine global expertise with local insight to accelerate innovation across Canada.

At ALTEN CANADA , our consultants thrive on solving complex, highly technical challenges across diverse industries. From Life Sciences to Energy, Automation to Manufacturing, Aviation, Defence, Automotive, Rail and Transportation to Information Systems and Telecommunications, our unwavering commitment to excellence shapes the future of technology and industry.

Position: Desktop Technician – Service Desk

Essential Duties and Responsibilities:

• Act as the primary technical resource on the Service Desk team, solving complex problems and serving as an escalation point for unresolved issues.
• Troubleshoot desktop operating systems, custom and purchased software applications, and hardware/peripheral devices.
• Monitor and document Level 3 incidents in the service management tool and provide senior-level escalation support.
• Deploy desktops, laptops, and workstation-class computers using common deployment and configuration tools.
• Manage SCCM for patch deployment and configuration, and train junior staff on its use.
• Administer cloud applications, including Office 365.
• Assist with deployment phases of the Service Now tool.
• Liaise with external vendors and suppliers to diagnose and resolve hardware/software issues and adopt new technologies.
• Maintain productive relationships with IT peers and clients.
• Identify and recommend improvements to technical processes.
• Interface with other business units to diagnose issues and plan service improvements.
• Mentor and train less experienced technicians.
• Document team-level processes and procedures.
• Lead and execute team-level projects to completion on time.
• Research, recommend, and implement new technology solutions.
• Investigate and resolve issues identified by the Problem Management process.
• Suggest improvements for Desktop support processes (Continuous Improvement & Roadmap).
• Test and evaluate new products, both internal and external.
• Serve as a technical authority on image creation and management.

Requirements:

• University degree in Computer Science or Business, or equivalent education and work experience.
• IT certifications, including ITIL.
• Experience supporting remote workers.
• Experience deploying and supporting Office 365 and cloud applications.
• Minimum of 5 years of related work experience.
• Direct experience using Service Now and assisting with its implementation.
• Solid scripting knowledge and experience.
• Strong understanding of cloud deployment and management.
• English essential; bilingualism (English & French) is an asset.
• Strong analytical and problem-solving skills.
• Expert-level knowledge of Windows operating systems (Windows 7 and Windows 10).
• High familiarity with SCCM and Windows Imaging/deployment technologies (WDS, MDT).
• Knowledge of Service Now deployment phases.
• Familiarity with various end-user hardware (PCs, laptops, printers, scanners, Apple devices).
• Knowledge of security procedures, endpoint protection, password compliance, and VPN technology.
• Familiarity with ITSM and best practices for service management.
• Knowledge of Windows Servers, Active Directory, and corporate networking.
• Strong written and oral communication skills and interpersonal abilities.

Why Join Us?

ALTEN Canada fosters a dynamic, collaborative work environment where every team member is empowered to reach their full potential. We are deeply committed to investing in our people by offering meaningful experiences and supporting continuous learning, growth, and career development.

As part of our dedication to employee well-being, we provide a competitive and comprehensive benefits package that includes:

At ALTEN Canada , your skills are celebrated, your ambitions supported, and your growth continuously nurtured. Join us and discover the difference of working with a company that values innovation, collaboration, and excellence, where endless possibilities await.

ALTEN CANADA is committed to promoting diversity, equity, and inclusion. We strive to provide a work environment where every individual feels welcomed, valued, and respected, allowing them to thrive to their full potential. This includes our dedication to offer accessibility measures to those who require them. Should you require any accommodation during our recruitment process, please reach out to us.