Deskside Support Analyst

6 days ago

Toronto, Canada Compugen Inc Full time

**Job Title**
- Deskside Support Analyst

**Vacancy No**
- VN6142

**Work Location**
- Toronto, ON

**Job Details**

**Overview**:
Compugen is a leading Information Technology (IT) Solution Provider helping 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.
- This position is responsible for supporting Helpdesk and Deskside calls as well as fulfilling an IMAC (Installs, Moves, Adds & Changes) role. The Deskside Support Analyst will be the primary point of on-site support for software and hardware incidents/requests.
- Compugen is an organization that encourages and supports ongoing training and development opportunities. We are composed of a talented, diversified workforce that performs collectively in an entrepreneurial and flexible environment. Our staff members have access to the latest and greatest technologies in performing their daily activities.**Responsibilities**:

- Granting and revoking access for new hires and departures
- Supporting and troubleshooting system and user administration including shared drive printer access
- Addressing escalated service desk calls as on-site and L2 support across a variety of sites
- Documenting and reviewing processes for resolution of common and repeated incidents
- Installing and activating software within licensing parameters
- Assisting with moving computing hardware and associated reconfiguring
- Installation of new and used hardware units and components
- Troubleshooting problems, and performing diagnostics for hardware, software, and connectivity
- Performing hardware warranty and non-warranty repairs of desktops, notebooks, and printers
- Coordinating warranty/post-warranty repair of hardware and accessories
- Updating, escalating and closing of Tickets in various systems
- Maintaining customer supplied “Hot Spare” and parts inventory
- Executive communication and white glove service
- Able to work some overtime hours completing office moves or priority incidents as required

**Qualifications**:

- A Technical Diploma or University degree in Computer Science or related filed
- A+ Certification
- Warranty authorizations for HP, Dell, IBM, Lenovo an asset
- Minimum of 3 years of End user support
- Knowledge of incident and problem management tools including Cherwell
- Strong Windows 10 OS knowledge
- Strong troubleshooting skills
- Strong knowledge of Active Directory and O365 Azure AD
- Knowledge of PowerShell scripting policies
- Experience supporting Office Suite of products including O365
- Experience supporting users with remote support tools such as Logmein Rescue
- Excellent written and verbal communication skills
- 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 work independently as well as in a team environment
- #LI-RB1

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