Desktop Support Analyst

Desktop Support Analyst

Rockwell Automation is a global technology leader focused on helping the world's manufacturers be more productive, sustainable, and agile. With more than 28,000 employees who make the world better every day, we know we have something special. Behind our customers - amazing companies that help feed the world, provide life-saving medicine on a global scale, and focus on clean water and green mobility - our people are energized problem solvers that take pride in how the work we do changes the world for the better.

We welcome all makers, forward thinkers, and problem solvers who are looking for a place to do their best work. And if that's you we would love to have you join us!

Job Description

As Desktop Support Analyst at OTTO By Rockwell Automation, you will be responsible for providing on-site technical support, including diagnosing and resolving hardware, software, and network issues for desktops, laptops, and mobile devices. Your responsibilities involve hardware maintenance, software installation and troubleshooting, user account management via Active Directory, and deploying systems using imaging tools. You should have strong technical knowledge of Windows OS, Microsoft 365, networking fundamentals, and hands-on hardware troubleshooting. You will report to Manager, IT. Your work location is Kitchener, ON.

Primary Responsibilities:

• On-site diagnose and troubleshoot hardware, software, and network issues on desktops, laptops, and mobile devices.
• Respond to helpdesk tickets, emails, phone calls, or in-person support requests.
• On-site install, configure, and upgrade computers and peripheral devices (monitors, printers, scanners, etc.).
• On-site distribution of peripheral devices (e.g., mice, keyboards, adaptors).
• On-site repair or replace defective hardware components.
• On-site install, update, and configure operating systems and standard applications.
• Troubleshoot software errors, crashes, or performance problems.
• Create, modify, and deactivate user accounts in systems (e.g., Active Directory).
• Maintain records of issues, resolutions, inventory, and configuration details in Confluence or Jira.
• Create user guides, procedures for common issues in Confluence.

Basic Qualifications:

• High School Diploma
• Legal authorization to work in Canada is required. We will not sponsor individuals for employment visas, now or in the future, for this job opening.
• Ability to travel to different offices/facilities within Cambridge, Kitchener, Waterloo.
• A valid full driver’s license.

Preferred Qualifications:

• Typically requires 2+ years of related experience
• Excellent communication skills
• Troubleshooting skills
• Team player
• Working knowledge of Windows 11, Linux (Ubuntu/Debian), MAC OS, laptops, printers, mobile devices, tablets and IP phones
• Networking experience (DNS, DHCP, Routing, Security)
• Active Directory Experience
• 0–2 years of experience in IT support or helpdesk.
• VMware vSphere Administration
• Wiki (Confluence) and Jira experience

What We Offer:

• Health Insurance including Medical and Dental
• Health Care Spending Account (HCSA – dependent on the plan chosen)
• Employee Assistance Program (EAP)
• Retirement plans
• Paid Time off
• Volunteering Time off
• Employer Savings Plan Matching (includes RRSP, TFSA, and EPSP)
• Employer Paid DC Pension
• Maternity and Parental Leave Top-Up
• Fitness Reimbursement Program
• Flexible Work Schedule where you will work with your manager to enjoy a work schedule that can be flexible with your personal life.

At Rockwell Automation we are dedicated to building a diverse, inclusive and authentic workplace, so if you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.

This position is part of a job family. Experience will be the determining factor for position level and compensation.

We are an Equal Opportunity Employer including disability and veterans.

If you are an individual with a disability and you need assistance or a reasonable accommodation during the application process, please contact our services team at +1 (519) 618-4899.