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Deskside Support Analyst
2 hours ago
About Compugen Compugen is Canada's largest privately‑owned Technology Ally. To innovate industries, transform businesses, connect communities, and drive meaningful change, we must think bigger, reach broader, and act bolder. Through knowledge, curiosity, and collaboration, Compugen helps organizations delivering experience by design. This is what it means to be human‑centered and technology‑enabled. Dreaming, designing, and delivering isn't just a mantra for us — it's a way of life. We believe that technology is the conduit, but our people – they are the connection that truly makes the magic happen Our Culture We are a human‑centered culture where we prioritize your well‑being and are invested in helping you reach your fullest potential. We're not only focused on achieving our goals — we're dedicated to helping you achieve yours. If you're relentlessly curious, driven to make a difference, and collaborative at the core, then you belong with us. Key Responsibilities Serving as the first point of contact for users seeking technical assistance Provide end‑user support through multiple contact channels including phone, chat, email, and deskside Build relationships with users both in person and over the phone Perform initial problem analysis and triage problem to other staff or teams as necessary Multi‑platform (Microsoft Windows, Apple macOS) support for desktop/laptop and mobile devices (Apple iOS and Android) hardware/software, operating systems, applications, networks, and peripherals (VOIP handsets, printers, MFPs, projectors) Support for endpoint provisioning, deployment, and management using tools such as Windows Autopilot and Microsoft Intune Support end‑users use of cloud services such as Microsoft 365 (Office, Teams) Network configuration including VLAN assignments, IP address management, and DNS assignments Support for remote access configurations including Virtual Private Network (VPN) Support for A/V IT equipment, including video conferencing, in technology‑enabled meeting rooms Own the input and follow incidents/requests through to fulfillment and keep the customer updated Performing remote troubleshooting through diagnostic techniques and pertinent questions Determining the best solution based on the issue and details provided by customers Create knowledge base articles in support of both internal IT and end users Support hardware moves and relocation projects as required Daily incident management Daily request fulfillment Skills & Qualifications Possess a degree, diploma or certificate in Computer Science, or related discipline or equivalent work experience 2-5 years of Deskside Support for enterprise customers ITIL Certification an asset Knowledge of an incident and problem management tools and processes Knowledge of supporting endpoint solutions within a multi‑platform environment Knowledge of support of mobility devices (iOS and Android) onsite and remote with the vendor Familiarity with hardware and software lifecycle Proficient in Microsoft Active Directory Employee Life Cycle, OU management, Distribution lists, Group and File Share management Strong troubleshooting skills Excellent written and verbal communication skills, intuitive and empathetic listening skills Ability to present ideas in a user‑friendly language A sense of urgency to complete tasks and assignments Ability to take direction and follow practices and procedures consistently and accurately Good time management skills, ability to manage multiple priorities Ability to work independently as well as in a team environment After Hours Support This position may participate in an on‑call rotation with dispatch as needed. There will also be occasions where planned changes/moves will require after hours support. What Compugen Offers You Exciting, fast‑paced challenging work environment A culture where authenticity and diversity are valued Professional development Participation in Women in Technology Network Opportunities to give back to our local communities Collaborative supportive team members Remote work/hybrid work options Work/life flexibility Equity Statement At Compugen, we are committed to diversity, equity and inclusion. We actively recruit from all groups, including women, Indigenous people, persons with disabilities and members of visible minorities. We recognize the importance of removing barriers to participation and provide accommodation upon request to all applicants throughout the recruitment process. If you require an accommodation, our People & Culture representatives will work with you to meet your needs in a confidential and respectful manner. We believe everyone deserves a seat at the table—and we are taking deliberate action to make this a reality. #J-18808-Ljbffr
