Desktop Support Analyst

Stantec•Richmond, WA

About The Position

The Desktop Support Analyst supports Stantec’s Information Technology Services and works with Desktop Support and IT staff across the United States. The role supports a broad range of IT issues, takes ownership of technology support for assigned offices and staff, and contributes to strategic initiatives that improve tools, processes, and the end-user experience. The analyst serves as a trusted technical resource, using sound judgment, collaborating with other IT resources, and contributing to continuous improvement. The position provides customer-focused support for hardware, software, and connectivity issues; configures and rebuilds workstations and printers; and supports new office setups, acquisition activities, and scheduled hardware refreshes. It also requires maintaining accurate support records, monitoring issue resolution and communicating status to users, following IT policies and security requirements, and sharing knowledge and documentation with peers. The role requires working on site at least three days per week and being able to move, carry, and manipulate equipment weighing up to 50 pounds.

Requirements

Minimum of 5–6 years of related experience.
Technical degree, diploma, or certificate in a related field, or an equivalent combination of education and experience.
Proven competence in a Microsoft Windows environment, including Windows 11, Microsoft Office 365, and Microsoft System Center Configuration Manager (SCCM).
Strong PC hardware knowledge and hands-on experience setting up, configuring, and rebuilding workstations.
Demonstrated troubleshooting and analytical skills, including resolving complex technical issues and identifying root causes.
Excellent customer service, communication, and interpersonal skills.
Ability to manage competing priorities and adapt to changing business needs.
Ability to communicate technical information, issue status, solutions, and next steps clearly to users, business stakeholders, and IT teams.
Ability to work collaboratively, contribute as a team member, and seek or provide assistance when appropriate.
Work on site a minimum of three days per week.
Ability to move, carry, and manipulate equipment weighing up to 50 pounds.
Valid driver’s license and satisfactory driving record.

Nice To Haves

Experience with ServiceNow.
Experience with engineering design applications.
Experience working in an ITIL-based and SOX-compliant organization.

Responsibilities

Provide professional, customer-focused support with follow-through.
Configure and reconfigure hardware, including workstations and printers, for new office setups and acquisition activities.
Analyze and resolve end-user hardware, software, and connectivity issues, including complex technical problems; use available resources and established escalation paths as appropriate.
Take ownership of technology support for assigned offices and staff, collaborating with immediate, regional, U.S., and corporate IT teams as needed.
Coordinate with office staff and IT teams during scheduled hardware refresh activities.
Create and maintain accurate, consistent records for support requests.
Monitor issue-resolution progress and keep users informed of status and next steps.
Maintain current knowledge of supported technologies and support policies; recommend service improvements for internal clients.
Follow IT policies, standards, procedures, and security requirements when providing support and implementing solutions.
Share knowledge, documentation, and practical solutions with peers to support consistent service delivery.
Contribute to strategic IT initiatives that improve tools, processes, and the end-user experience.