Deskside Support Analyst

**Job Title**
- Deskside Support Analyst

**Vacancy No**
- VN7005

**Work Location**
- Surrey, BC

**Base Pay Range**
- $55000-$60000 Annually *range is not inclusive of variable compensation (if applicable).

**Job Details**

**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 would love to talk to you. Join us and help us make a difference.
- **Deskside Support Analyst**
**Job Type: Permanent (Onsite)**
**Job Location**:Burnaby, BC**

**Responsibilities**:

- Daily onsite requirement as a Deskside Support Analyst to provide face to face customer service.- Full understanding of networking related to LAN, WAN, Wi-Fi, and SIM cards (cellular connectivity).
- Diagnose, troubleshoot and/or image computers to resolve hardware related issues.
- Diagnose, troubleshoot and resolve printer related issues or installation and maintenance of printers.
- Diagnose, troubleshoot and install or reinstall software to resolve software related issues.
- Onsite work with onboarding and replacement of user devices located on top of or under desks.
- Tracking and reporting of known hardware or software issues, outages and major incidents.
- Information gathering, documentation and maintenance of knowledge base documents.
- Handle Incidents and Service Requests in a timely manner to meet deadlines while providing detailed and quality updates using ticketing tool.
- Answering Helpdesk calls as a back up to Level 1 Support during peak times or when required.
- Strong problem-solving and interpersonal skills with excellent written and verbal communication skills.
- Exceptional time-management, organizational, multitasking and prioritizing abilities.
- Responsible and self-managed to work in a team environment and independently when required.
- Maintain and deliver a high level of customer service in which performance is measured by SLA, customer feedback and survey results.
- Requires heavy lifting when moving computers, hardware, and printers.
- Valid driver’s license and vehicle required for occasional onsite work at various local locations.
- Travel may be required within BC for onsite work or coverage at various locations when required.
- Perform other duties within skillset as assigned by coordinator when required.
- **Requirement**
Knowledge of ITIL V4 preferred.
- Experience with Office 365, MS Teams, InTune, SCCM, Active Directory, OneDrive, Exchange Server.
- A strong understanding of OS Win 10 and Win 11, Android and iOS.
- In depth knowledge of desktops, laptops, tablets, printers, networks, audio visual equipment and mobile devices.
- **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
- #LI-RB1