Deskside Support Analyst (Onsite)

Job Title: [Insert Job Title Here]

Vacancy No: VN7484

Company Name: Compugen

Work Location: Edmonton, AB

Base Pay Range: To be discussed during the recruitment process

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 deliver 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:

1. Serving as the first point of contact for users seeking technical assistance
2. Provide end-user support through multiple contact channels including phone, chat, email, and deskside
3. Build relationships with users both in person and over the phone
4. Perform initial problem analysis and triage problem to other staff or teams as necessary
5. 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)
6. Support for endpoint provisioning, deployment, and management using tools such as Windows Autopilot and Microsoft Intune
7. Support end-users use of cloud services such as Microsoft 365 (Office, Teams)
8. Network configuration including VLAN assignments, IP address management, and DNS assignments
9. Support for remote access configurations including Virtual Private Network (VPN)
10. Support for A/V IT equipment, including video conferencing, in technology-enabled meeting rooms
11. Own the input and follow incidents/requests through to fulfillment and keep the customer updated
12. Performing remote troubleshooting through diagnostic techniques and pertinent questions
13. Determining the best solution based on the issue and details provided by customers
14. Create knowledge base articles in support of both internal IT and end users
15. Support hardware moves and relocation projects as required
16. Daily incident management
17. Daily request fulfillment

Skills & Qualifications:

1. Possess a degree, diploma or certificate in Computer Science, or related discipline or equivalent work experience
2. 2-5 years of Deskside Support for enterprise customers
3. ITIL Certification an asset
4. Knowledge of incident and problem management tools and processes
5. Knowledge of supporting endpoint solutions within a multi-platform environment
6. Knowledge of support of mobility devices (iOS and Android) onsite and remote with the vendor
7. Familiarity with hardware and software lifecycle
8. Proficient in Microsoft Active Directory Employee Life Cycle, OU management, Distribution lists, Group and File Share management
9. Strong troubleshooting skills
10. Excellent written and verbal communication skills, intuitive and empathetic listening skills
11. Ability to present ideas in a user-friendly language
12. A sense of urgency to complete tasks and assignments
13. Ability to take direction and follow practices and procedures consistently and accurately
14. Good time management skills, ability to manage multiple priorities
15. 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:

1. Exciting, fast-paced challenging work environment
2. A culture where authenticity and diversity are valued
3. Professional development
4. Participation in Women in Technology Network
5. Opportunities to give back to our local communities
6. Collaborative supportive team members
7. Remote work/hybrid work options
8. Work/life flexibility

Equity Statement:
At Compugen, we're committed to diversity, equity and inclusion, actively recruiting from all groups. We provide accommodation upon request to all applicants during the recruitment process. At Compugen, we believe that everyone deserves a seat at the table. If you require an accommodation, our People & Culture representative will work with you to meet your needs.

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