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Desktop Support Professional

1 week ago

Waterloo, Ontario, Canada Magnet Forensics Inc. Full time

About Us

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Magnet Forensics Inc. is a global leader in the development of digital investigative software that acquires, analyzes, and shares evidence from computers, smartphones, tablets, and IoT-related devices.

We are continually innovating so our customers can deploy advanced and effective tools to protect their companies, communities, and countries.

Serving Our Customers

We serve over 4,000 customers in more than 100 countries, playing a crucial role in modernizing digital investigations, helping investigators fight crime, protect assets, and guard national security.

Our Team

With employees based around the world, Magnet Forensics has been expanding its global presence with offices in various locations.

Your Role

  • The Desktop Support Co-op role is a hands-on, internal customer-focused position providing day-to-day support to Magnet Forensics employees.
  • You will be accountable to the End User, ensuring they are equipped to perform their roles.

Key Responsibilities

  • Installing, supporting, and managing desktops, as well as analyzing logs and identifying potential issues with computer systems.
  • Working technical issues and responsibility for related follow-up and providing timely updates on issues using the ticketing system.
  • Documenting internal procedures and knowledgebase articles for end-users.
  • Performing updates, audits, and configuration changes of systems and software, as well as documenting the configuration of the system.
  • System monitoring/configuration, verifying the integrity and availability of all hardware.
  • Reviewing system and application logs, and verifying scheduled jobs.
  • Providing support outside normal hours of work.
  • Other duties as required.

Requirements

  • Currently enrolled in a Computer Science program.
  • Experience working in a customer-facing environment.
  • Demonstrated ability in dealing well with ambiguity, prioritizing needs, and delivering measurable results in an agile environment.
  • General understanding of Networking Fundamentals (TCP/IP, DNS, DHCP, etc.).
  • Keen sense of teamwork, personal integrity, responsibility, and accountability.
  • Highly organized in time management and documentation.
  • Strong self-starter attitude with excellent problem-solving skills.
  • Understanding of general asset management practices (procurement, assignment, and disposal) and the use of database to track information.