Deskside Support Analyst Jobs

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 on-site 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:

• Able to work some overtime hours completing office moves or priority incidents as required
• Maintaining customer supplied “Hot Spare” and parts inventory
• Maintaining security groups, distribution lists, and application access with Active Directory
• Assisting with moving computing hardware and associated reconfiguring
• Executive communication and white glove service
• Supporting and troubleshooting system and user administration including shared drive printer access
• Performing hardware warranty and non-warranty repairs of desktops, notebooks, and printers
• Documenting and reviewing processes for resolution of common and repeated incidents
• Installing and activating software within licensing parameters
• Troubleshooting problems, and performing diagnostics for hardware, software, and connectivity
• Granting and revoking access for new hires and departures
• Installation of new and used hardware units and components
• Addressing escalated service desk calls as on-site and L2 support across a variety of sites
• Coordinating warranty/post-warranty repair of hardware and accessories
• Updating, escalating and closing of Tickets in various systems
• Supporting and resolving common applications including the Office Suite, O365, browsers, and Windows

Qualifications:

• Experience supporting Office Suite of products including O365
• Ability to take direction and follow practices and procedures consistently and accurately
• Warranty authorizations for HP, Dell, IBM, Lenovo an asset
• Experience supporting users with remote support tools such as Logmein Rescue
• Knowledge of incident and problem management tools including Cherwell
• Ability to work independently as well as in a team environment
• A Technical Diploma or University degree in Computer Science or related filed
• A+ Certification
• Strong Windows 10 OS knowledge
• Excellent written and verbal communication skills
• A sense of urgency to complete tasks and assignments
• Strong troubleshooting skills
• Minimum of 3 years of End user support
• Strong knowledge of Active Directory and O365 Azure AD
• Knowledge of PowerShell scripting policies
• Good time management skills