Desktop Analyst – 12‑Month Contract

About the role

The Desktop Analyst will be the primary technical point of contact for Sephora Canada’s Field Support Center end‑users. Working on‑site in Toronto, you will ensure that Windows and macOS devices are provisioned, maintained, and supported so teams can deliver exceptional client experiences.

Key responsibilities

• Image Windows 11 desktops and laptops via PXE boot, install drivers and standard applications, and prepare devices for delivery.
• Erase, reinstall and configure macOS using Recovery; manage Mac endpoints with Jamf Pro, including FileVault key escrow.
• Administer Active Directory accounts, security groups, distribution lists and computer objects.
• Manage mailboxes, distribution lists and shared mailboxes in Exchange/Exchange Online; troubleshoot Outlook and mail flow issues.
• Diagnose connectivity problems (VPN, Wi‑Fi, IP, DNS, DHCP) and collaborate with the network team on escalations.
• Install, configure and support networked printers, print queues and multifunction devices.
• Set up docking stations, multi‑monitor configurations and standard peripherals.
• Support Zoom and Microsoft Teams audio/video conferencing, including Logitech Rally, Zoom Rooms and Teams Rooms.
• Deploy iPhones with corporate email, Wi‑Fi, VPN and standard mobile apps.
• Assist users with SharePoint sites, document libraries and OneDrive for Business.
• Provide in‑person and remote support using remote‑assistance tools, prioritising executives and high‑priority users.
• Log incidents and service requests in the ticketing system, meet SLA targets and document solutions in the knowledge base.
• Collaborate with network, server, security and identity teams to resolve cross‑functional issues.
• Perform new‑hire onboarding setup and off‑boarding equipment recovery.

Required profile

• Minimum 3 years of hands‑on desktop support experience in a corporate environment.
• Strong troubleshooting skills across Windows, macOS and networking.
• Ability to work independently and deliver high‑quality service to a diverse user base.

Required skills

• Windows 11 imaging and driver deployment
• macOS imaging, Recovery mode and Jamf Pro administration
• Active Directory user and group management
• Microsoft Exchange/Exchange Online and Outlook support
• VPN, Wi‑Fi, IP, DNS and DHCP troubleshooting
• Network printer and multifunction device configuration
• Docking stations and multi‑monitor setup
• Zoom, Microsoft Teams, Logitech Rally, Zoom Rooms, Teams Rooms
• iPhone provisioning, corporate email, VPN and mobile apps
• SharePoint, OneDrive for Business administration
• Remote‑assistance tools and ticketing system usage