Deskside Support Analyst - Toronto, Canada - Compugen Inc

Compugen Inc

Verified Company

Toronto, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Job Title

Deskside Support Analyst

Vacancy No

VN6016

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 onsite 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 onsite 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 nonwarranty repairs of desktops, notebooks, and printers
Coordinating warranty/postwarranty 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 O36
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