Onsite Deskside Support Analyst

2 weeks ago

Toronto, Canada Compugen Inc Full time

**Position: Onsite Deskside Support Analyst**

**Location: Toronto**

**About Compugen**

Compugen is one of Canada's largest privately-owned Information Technology (IT) Solution Providers. We help customers design, acquire, integrate and operate technology. Our mission is to help organizations realize new possibilities. Every day,

our dedicated staff across North America focus on providing extraordinary customer service and support experiences to private and public sector organizations. We combine breadth of skill, depth of expertise, and commitment to operational excellence at scale to deliver exceptional, customer-focused experiences.

If you are driven to make a difference, relentlessly curious and collaborative at the core, we'd love to talk to you. Join us and help us make a difference.

**Role: Onsite Deskside Support Analyst**

Reporting to the Desktop support manager, you will optimize the quality of interventions and services offered in IT, by acting as a resource person and technical advisor in your area of expertise.

**Responsibilities**
- Provide level two technical support to users for any incident and standard request within predetermined deadlines
- Provide technical assistance both through the IT SHOP and remotely to respond to user requests and implement the necessary fixes
- Follow processes in place to complete requests within pre-established deadlines
- Document all interventions and solutions for incidents in our ITSM system (Remedy)
- Follow up with users and business partners to ensure their needs are met
- Participate in the maintenance and creation of documentation and procedures for all systems, including IT policies and standards, and ensure that they are followed.
- Participate in IT projects that require level two technical support expertise
- Work with other IT teams to resolve issues quickly and implement new technologies.
- Be in proactive by anticipating and mitigating potential problems, as well as identifying root causes in order to avoid any tendency for repetition.
- Keep abreast of technological developments in order to follow the evolution of systems, equipment and software, develop skills and knowledge in order to increase professional autonomy.
- Creation / Modification of Powershell scripts
- In-depth experience in MAC support, configuration process, incident investigations, etc
- Be able to analyze SCCM logs and provide solutions following installation issues
- SCCM investigation, following installation issues, log analysis, understanding of dependencies, sub-dependencies, prerequisites and detection methods
- Be able to support Static vs dynamic VDI, secure VLAN.

**Requirements**:

- Completed three-year college diploma or academic equivalent, related to the industry, and 3 years of relevant experience
- Experience in level 2 support for a large network (more than 5000 PCs)
- Excellent sense of customer service is required
- A very strong sense of urgency is essential and the ability to prioritize work according to severity.
- Excellent knowledge of Office 365
- Good knowledge of Active Directory, Azure AD, SCCM, Exchange, JAMF / Intune, Vsphere.
- Experience supporting a financial institution
- Excellent leadership qualities
- Good ability to work in a stressful environment
- Good ability to work in a team
- Good ability to follow established processes

**Equity Statement**

Consistent with our commitments to equity and diversity, we actively recruit from all designated groups. We also provide employment accommodation upon request to current staff members and to applicants during the recruitment process.

We aim to provide a work environment where excellence is allowed to flourish, and diversity is prized. Compugen is committed to providing accommodation throughout the interview and employment process. If you require an accommodation, the hiring manager and the human resources contact will work with you to meet your needs.
- 5# LI-KQ1

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