Deep Trekker, a proud member of the Halma companies, is the leading technology platform making complex underwater missions easier than ever before! Our mission is to engage in continuous research, innovation, and collaboration to provide the market with customer-driven robotic inspection solutions. Our teams are expanding, and we are currently seeking an entry-level IT Helpdesk Analyst to join our growing organization.

This is a newly added position as we continue to scale our IT support capabilities. If you're passionate about technology, enjoy troubleshooting, and want to build your career supporting a company that builds robots, this role might be for you!

About the Role

Do you love solving technical puzzles and helping people along the way? We're looking for an entry-level Helpdesk Analyst to join our team as the first point of contact for end-user technical support. You'll handle Tier 1 issues with curiosity and care, escalating anything beyond scope to the right team. If you have robust troubleshooting instincts, a genuine desire to help, and a hunger to grow in IT, we'd love to hear from you.

Who You Are

Before anything else, we're looking for someone who brings the right mindset to the team:

- Be curious — Treat unfamiliar issues as puzzles worth understanding, not just tickets to close.
- Be proactive — Spot potential problems early and take initiative without waiting to be asked.
- Be helpful — Bring a warm, approachable attitude so end users always feel supported and heard.
- Be patient — Stay calm under pressure, giving users the time and grace they need.
- Be reliable — Show up consistently and take ownership of your tickets from start to finish.
- Be gritty — Stay resilient and determined when a fix takes a few tries.




- Be a good person — Act with empathy and respect to build trust and positive energy across the team.

These traits matter as much as technical skill - we can teach the tools, but this mindset is what makes someone great at this job.

What You'll Do

- Approach every ticket with curiosity, treating it as a puzzle worth solving right
- Apply solid troubleshooting methodology to resolve Tier 1 issues, escalating when needed
- Communicate clearly and warmly with end users throughout the resolution process
- Log and track support requests through our ticketing system
- Set up and configure new workstations
- Create and manage user accounts
- Install software, patches, and updates
- Take on other duties as assigned

Basic Qualifications

- Diploma in Information Technology, Computer Science, or a related field
- Hands-on troubleshooting experience with Windows 11
- Comfort working on-site, face-to-face with end users
- Ability to reliably follow a structured troubleshooting process
- Strong written and verbal communication skills

What You'll Need

- A strong grasp of fundamental troubleshooting methodology (isolate, test, verify)
- Sharp critical thinking and problem-solving skills
- Comfort documenting work clearly and communicating updates to end users

Nice to Have

- Familiarity with Ubuntu Linux
- Exposure to Active Directory
- Mobile Device Management (MDM) experience
- Familiarity with Azure
- SharePoint experience
- Understanding of basic networking principles (TCP/IP, DNS, DHCP)

Who We're Looking For Someone who genuinely likes fixing things and treats every ticket, no matter how small, as worth solving right.

Deep Trekker is an equal-opportunity employer, and we encourage applications from candidates of all backgrounds and identities. Applicants who require a reasonable accommodation to complete the application and/or interview process should notify us at [email protected].

📌 IT Helpdesk Analyst (Kitchener)
🏢 Deep Trekker
📍 Kitchener