Purpose of the Job:

This position is responsible for managing a fleet of over 2,000 endpoint devices (AIOs, desktops, laptops, tablets, kiosks, etc.), supporting a mission-critical environment. Reporting to the Endpoint Team Lead, the System Administrator I will troubleshoot hardware, OS, network, and application-level issues, collaborating with internal teams and external partners including application teams, infrastructure groups, and hosting/cloud providers.

Primary Duties and Responsibilities:

Endpoint & Application Management

• Manage and support over 2,000 endpoint devices including provisioning, configuration, deployment, and health monitoring.
• Troubleshoot advanced issues on endpoints such as tablets, Computers etc. including hardware, OS, network, application, and GPS-related problems.
• Support commercial off-the-shelf (COTS) and custom applications as installed on endpoints.
• Collaborate with application teams and hosting/cloud providers to resolve system and application-related issues.
• Handle the full lifecycle of endpoint devices, ensuring timely upgrades, replacements, and retirement.

Security, Monitoring & Reporting

• Manage EDR/XDR tools and ensure endpoint protection is up to date and functional.
• Oversee Symantec endpoint protection servers and related policies.
• Conduct regular endpoint health assessments and patch management using tools such as KACE, Intune, SCCM, Workspace ONE, Jamf etc.
• Prepare and deliver weekly/monthly reports on endpoint status and performance.

Technical Support & Issue Resolution

• Provide Level 2/3 support for endpoint, system, and network-related incidents.
• Perform root cause analysis (RCA) and implement permanent resolutions.
• Work with partners and other IT streams to test, deploy, and validate system, network, or application fixes and upgrades.
• Provide timely support to end users and document issue resolution steps clearly.
• Offer off-hours/on-call support as required to prevent or minimize service disruptions.

Documentation & Projects

• Participate in IT projects, including matrix-managed initiatives, requiring endpoint expertise.
• Create and maintain user manuals, SOPs, and support documentation.
• Collaborate with users to understand functional needs and improve endpoint support effectiveness.
• Perform other technical duties as assigned.

Process review and optimization

• Identify inefficiencies in existing endpoint management and support processes by conducting regular process reviews.
• Apply operational excellence principles to continuously improve service delivery, ensuring alignment with organizational goals.
• Leverage Lean practices to eliminate non-value-added tasks, reduce cycle times, and improve responsiveness.
• Recommend and implement strategies to remove process waste and automate repeatable tasks wherever possible.
• Develop and promote optimized workflows that improve consistency, reliability, and performance of endpoint operations.
• Collaborate with peers and stakeholders to standardize best practices across teams, enhancing overall IT support maturity.

Asset Management

• Maintain up-to-date and accurate documentation of all hardware assets, including inventory records, ownership, and location.
• Perform regular reconciliation between physical inventory and asset records to ensure data integrity.
• Conduct scheduled audits to identify discrepancies, ensure compliance, and support financial reporting and forecasting.
• Ensure proper asset handling through each stage of the lifecycle, including procurement, assignment, reallocation, and disposal.
• Manage secure and compliant disposal of end-of-life equipment in line with organizational and regulatory requirements.
• Support procurement planning by analyzing usage trends, end-of-life schedules, and surplus inventory.

Qualifications: 

Required:

• Self-starter attitude
• Bachelor’s degree in computer science, Information Technology, Engineering, or a related discipline.
• 2–4 years of experience in endpoint or system administration.
• Proficient with EDR/XDR solutions and enterprise endpoint management tools (SCCM, Intune, Jamf, Workspace ONE, KACE etc.).
• Strong skills in diagnosing hardware, OS (Windows), network (LAN/WAN), and endpoint issues.
• Demonstrated experience supporting endpoints in enterprise environments.
• Excellent collaboration skills with cross-functional teams and external vendors.
• Comfortable providing off-hours support as needed.

Preferred:

• IT certifications (e.g., CCNA, MCSA, CompTIA Security+, or equivalent).
• Experience working with mission-critical services in high-availability environments.
• Familiarity with Ontario Government IT Standards (GO-ITS).
• Exposure to Microsoft SQL Server or web-based application support (as a bonus asset).

Serco Inc. (Serco) is the Americas division of Serco Group, plc. In North America, Serco’s 9,000+ employees strive to make an impact every day across 100+ sites in the areas of Defense, Citizen Services, and Transportation. We help our clients deliver vital services more efficiently while increasing the satisfaction of their end customers. Serco serves every branch of the U.S. military, numerous U.S. Federal civilian agencies, the Intelligence Community, the Canadian government, state, provincial and local governments, and commercial clients. While your place may look a little different depending on your role, we know you will find yours here. Wherever you work and whatever you do, we invite you to discover your place in our world. Serco is a place you can count on and where you can make an impact because every contribution matters.

To review Serco benefits please visit: https://www.serco.com/na/careers/benefits-of-choosing-serco. If you require an accommodation with the application process please email: careers@serco-na.com or call the HR Service Desk at 800-628-6458, option 1. Please note, due to EEOC/OFCCP compliance, Serco is unable to accept resumes by email.

Candidates may be asked to present proof of identify during the selection process. If requested, this will require presentation of a government-issued I.D. (with photo) with name and address that match the information entered on the application. Serco will not take possession of or retain/store the information provided as proof of identity. For more information on how Serco uses your information, please see our Applicant Privacy Policy and Notice.

Serco does not accept unsolicited resumes through or from search firms or staffing agencies without being a contracted approved vendor. All unsolicited resumes will be considered the property of Serco and will not be obligated to pay a placement or contract fee. If you are interested in becoming an approved vendor at Serco, please email Agencies@serco-na.com.

Serco is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.