Desktop Support Analyst - Ottawa

Magnet Forensics Inc.

Job Overview

Location

Ottawa, Ontario

Job Type

Full-time

Full Job Description

📋 Description

• Provide first-line technical support to all Magnet Forensics employees for desktop hardware, software, peripherals, and network connectivity issues.
• Install, configure, and maintain company-issued desktops, laptops, printers, phones, and other end-user computing devices.
• Troubleshoot and resolve issues related to Windows operating systems, Microsoft 365 applications, and enterprise software used internally.
• Manage user accounts, permissions, and access controls within Active Directory and other identity management systems.
• Assist with onboarding and offboarding processes for new and departing employees, including device provisioning and account deactivation.
• Respond to and document support tickets through the company’s IT service management system, ensuring timely resolution and customer satisfaction.
• Collaborate with IT security and infrastructure teams to enforce company-wide policies on data protection, device compliance, and software licensing.
• Perform routine system updates, patch deployments, and antivirus management across all end-user devices.
• Provide in-person and remote support to employees across multiple office locations in Ottawa.
• Maintain accurate inventory records of all desktop support assets, including serial numbers, locations, and assignment status.
• Educate employees on best practices for secure computing, password hygiene, and phishing awareness.
• Assist with the deployment and configuration of new technologies and software updates as directed by the IT team.
• Work closely with the IT helpdesk and escalation teams to resolve complex issues beyond the scope of first-line support.
• Document procedures, create knowledge base articles, and contribute to internal IT documentation for team efficiency.
• Maintain a professional, customer-centric attitude while supporting employees at all levels of the organization.
• Participate in on-call rotation for critical system outages or urgent support needs outside standard business hours.
• Stay current with evolving desktop technologies, security threats, and IT support methodologies through internal training and self-directed learning.

🎯 Requirements

• Proven experience providing desktop support in a corporate environment
• Proficiency in Windows 10/11, Microsoft 365, and Active Directory
• Experience with IT service management tools (e.g., ServiceNow, Jira Service Desk)
• Strong problem-solving skills and ability to troubleshoot hardware and software issues
• Excellent communication skills and a customer-focused attitude
• Ability to manage multiple support requests simultaneously and prioritize effectively

🏖️ Benefits

• Opportunities for learning and professional development
• Support from a talented and integrity-driven team
• Competitive compensation and benefits package
• Work in a global leader in digital investigation software
• Collaborative and innovative workplace culture
• Role with direct impact on organizational productivity and security

Skills & Technologies

Onsite

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Magnet Forensics Inc.

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About Magnet Forensics Inc.

Magnet Forensics Inc. develops digital investigation software that acquires, analyzes and reports on evidence from computers, mobile devices, cloud services and IoT sources. Its tools help law-enforcement, government agencies and corporations investigate cybercrime, fraud and insider threats while maintaining forensic integrity. Founded in 2010 and headquartered in Waterloo, Ontario, the company’s flagship products include Magnet AXIOM, Magnet OUTRIDER and Magnet REVIEW, which automate artifact recovery, timeline reconstruction and collaborative case management to accelerate investigations and produce court-ready evidence.

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