IT Service Desk Analyst II

at  Quanta Technology

Quanta Technology is an independent technology, consulting, and testing company providing business and technical expertise along with advanced methodologies and processes, to utilities and others in the power and energy industries. Our mission is to provide unparalleled value to our clients in every engagement across the value chain by using advanced software and hardware, laboratories, and custom tools for a holistic approach to practical service and the most insightful thought leadership in the industry.
At Quanta Technology, our people define us. We value a company culture based on core values of diversity, teamwork, respect, accountability, innovation, and entrepreneurial spirit. Not only will you get the chance to work alongside industry thought leaders, but the opportunity to become a thought leader yourself. We’re focused on creating an environment committed to employee growth. That is achieved by ensuring a quality workspace, allowing flexible schedules, and through our training & mentoring programs. Quanta Technology is committed to an equal-opportunity workplace.
Quanta Technology is a wholly owned subsidiary of Quanta Services (NYSE: PWR), a member of the S&P 500 and the largest specialty engineering construction company in North America, serving energy companies and communication utilities around the world.

POSITION OVERVIEW

The IT Service Desk Analyst II is a critical technical role responsible for providing advanced support and solutions to end-users while ensuring the efficient operation of IT systems. This position requires deep technical expertise and autonomy in troubleshooting, system management, and proactive support initiatives. As an IT Service Desk Analyst II, you will resolve complex incidents, lead efforts to improve IT service processes, and collaborate with cross-functional teams to support both day-to-day IT operations and strategic technology initiatives.
The IT Service Desk Analyst II will manage escalated issues, ensure high levels of customer service, and contribute to the overall improvement of IT service delivery. This is a full-time position that will work primarily out of our Markham Office, with some necessary travel to a second office in Vaughn. The schedule may include evenings and weekends as necessary.

EDUCATION & EXPERIENCE

• Minimum of 5-8 years of experience in a technical support or IT service desk role, with proven ability to manage escalated issues.
• Experience working in a multi-site or large-scale enterprise environment.
• Demonstrated experience in troubleshooting hardware, software, networking, and operating systems (Windows and macOS).
• Proven experience with system administration, including Active Directory, Office 365, and remote management tools.

SKILLS & SYSTEMS

• Advanced knowledge of Windows, macOS, and Linux operating systems.
• Proficiency in managing and supporting enterprise-level software (e.g., Microsoft Office Suite, Adobe products).
• Understanding of network fundamentals (TCP/IP, DNS, VPN, etc.) and ability to troubleshoot network issues.
• Experience with virtualization platforms such as VMware, Hyper-V, or similar.
• Hands-on experience with cloud-based solutions (e.g., Office 365, Azure).
• Excellent customer service skills, with the ability to communicate complex technical information to non-technical users.
• Strong analytical and problem-solving abilities, capable of working independently and within a team.

EDUCATION & EXPERIENCE

• IT certifications such as CompTIA A+, Network+, Security+, or Microsoft certifications (e.g., MCSA, MCSE).
• Experience with ITIL framework or similar IT service management methodologies.
• Experience in scripting (e.g., PowerShell, Bash) for task automation and process improvements.
• Previous experience in project management or leading small IT initiatives.

SKILLS & SYSTEMS

• Strong experience with Active Directory, Office 365, Azure, and other cloud services.
• Understanding of network infrastructure (routers, switches, firewalls).
• Familiarity with IT security best practices, including experience with security audits, vulnerability assessments, and threat mitigation.
• Ability to work in a fast-paced environment while managing multiple priorities.

• Provide advanced technical support to users via phone, email, and in-person, handling complex technical issues across hardware, software, and network environments.
• Troubleshoot and resolve hardware, software, network, and system-level issues, conducting root cause analysis and implementing long-term solutions.
• Lead incident management efforts for high-priority outages, coordinating with internal and external stakeholders for rapid resolution.
• Oversee the installation, configuration, and maintenance of advanced systems, software, and hardware, including server and network infrastructure.
• Perform system monitoring and proactively identify and resolve performance or capacity issues.
• Assist in developing and enforcing IT policies, processes, and procedures to improve operational efficiency.
• Perform security updates, patch management, and support for antivirus/anti-malware tools in line with organizational policies.
• Maintain detailed documentation of IT assets, network configurations, and troubleshooting procedures.
• Stay informed of new technologies, tools, and best practices relevant to improving the IT service desk function.
• Participate in the planning and implementation of IT projects, contributing technical expertise and hands-on support.
• Collaborate with other IT team members to manage Active Directory, Office 365, virtualization platforms, and other enterprise-level tools.
• Preform IT onboarding duties, as necessary, for new employees.