Deskside Support Analyst
Compugen inc.
Richmond Hill, ON-
Nombre de poste(s) à combler : 1
- Salaire À discuter
- Publié le 13 août 2025
-
Date d'entrée en fonction : 1 poste à combler dès que possible
Description
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 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 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.
Position Overview:
We are seeking a customer-focused and technically strong Deskside Support Analyst to play a senior role on a small onsite deskside team (4 members) and provide guidance to the onsite service desk team (4 members). This role combines hands-on technical support with leadership responsibilities, ensuring delivery of a high-quality service experience and driving continuous improvement in end-user support.
Key Responsibilities:
At Compugen, we are committed to diversity, equity and inclusion. We actively recruit from all groups, including women, Indigenous people, persons with disabilities and members of visible minorities. We recognize the importance of removing barriers to participation and provide accommodation upon request to all applicants throughout the recruitment process. If you require an accommodation, our People & Culture representatives will work with you to meet your needs in a confidential and respectful manner. We believe everyone deserves a seat at the table and we are taking deliberate action to make this a reality.
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 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 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.
Position Overview:
We are seeking a customer-focused and technically strong Deskside Support Analyst to play a senior role on a small onsite deskside team (4 members) and provide guidance to the onsite service desk team (4 members). This role combines hands-on technical support with leadership responsibilities, ensuring delivery of a high-quality service experience and driving continuous improvement in end-user support.
Key Responsibilities:
- Provide white glove, high-touch support for executives and VIP users
- Lead deskside and service desk team operations at the site level, including prioritization, delegation, and daily task management
- Own escalated technical incidents and coordinate resolution across IT functions
- Coach and support team members to adhere to documented processes improve service delivery and customer satisfaction
- Troubleshoot hardware, software, and connectivity issues across desktops, laptops, printers, and peripherals
- Perform authorized hardware repairs and coordinate post-warranty support with vendors
- Manage user onboarding/offboarding, including access provisioning, deprovisioning, and device setup
- Maintain Active Directory groups, distribution lists, and application permissions
- Support and troubleshoot core applications: Windows OS, Office 365, browsers, remote tools
- Install and activate software within licensing parameters
- Ensure accurate ticket handling, status updates, and documentation in ServiceNow
- Maintain and track parts inventory, ensuring readiness for device swaps or repairs
- Maintain and update the asset management database for all hardware transactions through the deskside support team
- Lead weekly huddles, represent local support in IT coordination meetings, and report on service metrics
- Promote and enforce adherence to ITSM and ITIL best practices
- Technical diploma or university degree in Computer Science or related field
- Minimum 5 years of end-user support experience, including deskside support
- A+ certification required; ITIL v3/v4 certification is an asset
- Experience supervising or mentoring technical support teams
- Strong Windows 10/11 OS knowledge and troubleshooting skills
- Proficient in Active Directory, Azure AD, and basic PowerShell scripting
- Experience with remote support tools (e.g., LogMeIn Rescue, TeamViewer)
- Familiarity with Intune and M365 admin functions; Microsoft end-point administration certifications are an asset
- Knowledge of ServiceNow or other ITIL-based ITSM ticketing systems
- Excellent verbal and written communication skills, with ability to convey technical concepts to non-technical audiences
- Demonstrated ability to manage executive relationships with professionalism and discretion
- Strong sense of ownership, urgency, and accountability
- Ability to lead under pressure and prioritize multiple tasks in dynamic environments
- Experience reviewing team performance against KPIs and identifying improvement opportunities
- QA, service reporting, or SLA analysis experience is a plus
- 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
At Compugen, we are committed to diversity, equity and inclusion. We actively recruit from all groups, including women, Indigenous people, persons with disabilities and members of visible minorities. We recognize the importance of removing barriers to participation and provide accommodation upon request to all applicants throughout the recruitment process. If you require an accommodation, our People & Culture representatives will work with you to meet your needs in a confidential and respectful manner. We believe everyone deserves a seat at the table and we are taking deliberate action to make this a reality.
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