Deskside Support Analyst (Onsite)

at  Compugen Inc

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:

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

Skills & Qualifications:

• Possess a degree, diploma or certificate in Computer Science, or related discipline or equivalent work experience
• 2-5 years of Deskside Support for enterprise customers
• ITIL Certification an asset
• Knowledge of an incident and problem management tools and processes
• Knowledge of supporting endpoint solutions within a multi-platform environment
• Knowledge of support of mobility devices (iOS and Android) onsite and remote with the vendor
• Familiarity with hardware and software lifecycle
• Proficient in Microsoft Active Directory Employee Life Cycle, OU management, Distribution lists, Group and File Share management
• Strong troubleshooting skills
• Excellent written and verbal communication skills, intuitive and empathetic listening skills
• Ability to present ideas in a user-friendly language
• 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 manage multiple priorities
• Ability to work independently as well as in a team environment
• AFTER HOURS SUPPORTThis 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 environment
• A culture where authenticity and diversity are valued
• Professional development
• Participation in Women in Technology Network
• Opportunities to give back to our local communities
• Collaborative supportive team members
• Remote work/hybrid work options
• Work/life flexibility

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