Deskside Support Analyst

4 days ago

Montréal, Canada Compugen Inc Full time

**About Compugen**

Compugen is Canada's largest privately-owned and operated Information Technology (IT) solution provider with extensive service and support resources. Our vision is to “simplify the business of technology, together” by focusing on business objectives and outcomes, aligning the most relevant and effective IT solutions to meet those requirements and providing extraordinary ongoing support capabilities.

Every day, over 1500 dedicated employees across Canada focused on providing extraordinary customer service and support experiences to private and public sector organizations. Since 1981, the Compugen team has developed a strong reputation with market-leading vendors and customers, for creating, implementing and supporting creative IT solutions that delight thousands of customers.

**Utilizing your exceptional customer service skills you will**:

- Move computing hardware and associated re-configuring
- Install new and used hardware units and components
- Resolve technical problems and perform diagnostics
- Perform hardware warranty and non-warranty repairs of desktops, notebooks, and printers
- Coordinate warranty and post-warranty repair of hardware and accessories
- Update, escalate and close tickets in various systems
- Maintain customer supplied “Hot Spare” and parts inventory
- Oversee timesheet management and reporting

**What we need**:

- A minimum of 2 years of related experience or diploma in a relevant program of study from an accredited institution
- A+ Certification
- Must be French/English Bilingual
- Warranty authorizations for HP, Dell, IBM, and Toshiba are an asset
- Working knowledge of network printers and cabling/LAN technologies as well as the ability to support smart/mobile devices is an asset
- Knowledge of ITIL processes or ITSM toolset is an asset
- Experience with an incident and problem management tool such as Service Now
- Strong Windows 7, 10 OS knowledge and experience supporting Office 365 suite of products
- Strong troubleshooting skills
- Superb communication skills, both written and verbal
- Ability to take direction and follow procedures consistently and accurately
- Strong time management skills
- You are comfortable working both independently and in a cooperative environment
- Existing Government Secret or Reliability clearance an asset
- You have a valid driver's license
- Availability to work on standby when required

**Equity Statement**
- Consistent with our commitments to equity and diversity, we actively recruit women, visible minorities, aboriginal people and persons with disabilities. We also provide employment accommodation upon request to current employees and to applicants during the recruitment process. We comply with human rights codes in all jurisdictions where we operate and 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._

LI-RB1

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