Deskside Support Analyst (Onsite) – Compugen

Job Title: Deskside Support Analyst (Onsite)

Location: Edmonton, AB

Job Description: About CompugenCompugen 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 delivering 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 CultureWe 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:
Serving as the first point of contact for users seeking technical assistanceProvide end-user support through multiple contact channels including phone, chat, email, and desksideBuild relationships with users both in person and over the phonePerform initial problem analysis and triage problem to other staff or teams as necessaryMulti-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)Support for endpoint provisioning, deployment, and management using tools such as Windows Autopilot and Microsoft IntuneSupport end-users use of cloud services such as Microsoft 365 (Office, Teams)Network configuration including VLAN assignments, IP address management, and DNS assignmentsSupport for remote access configurations including Virtual Private Network (VPN)Support for A/V IT equipment, including video conferencing, in technology-enabled meeting roomsOwn the input and follow incidents/requests through to fulfillment and keep the customer updatedPerforming remote troubleshooting through diagnostic techniques and pertinent questionsDetermining the best solution based on the issue and details provided by customersCreate knowledge base articles in support of both internal IT and end usersSupport hardware moves and relocation projects as requiredDaily incident managementDaily request fulfillment
Skills & Qualifications:Possess a degree, diploma or certificate in Computer Science, or related discipline or equivalent work experience2-5 years of Deskside Support for enterprise customersITIL Certification an assetKnowledge of an incident and problem management tools and processesKnowledge of supporting endpoint solutions within a multi-platform environmentKnowledge of support of mobility devices (iOS and Android) onsite and remote with the vendorFamiliarity with hardware and software lifecycleProficient in Microsoft Active Directory Employee Life Cycle, OU management, Distribution lists, Group and File Share managementStrong troubleshooting skillsExcellent written and verbal communication skills, intuitive and empathetic listening skillsAbility to present ideas in a user-friendly languageA sense of urgency to complete tasks and assignmentsAbility to take direction and follow practices and procedures consistently and accuratelyGood time management skills, ability to manage multiple prioritiesAbility to work independently as well as in a team environmentAfter 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:Exciting, fast-paced challenging work environmentA culture where authenticity and diversity are valuedProfessional developmentParticipation in Women in Technology NetworkOpportunities to give back to our local communitiesCollaborative supportive team membersRemote work/hybrid work optionsWork/life flexibility
Equity StatementAt 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.#LI-RB1

Company Name: Compugen

Salary:

Apply for this job!