Deskside Support Analyst; Onsite

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.

The Deskside Support Analyst provides on‑site technical support at a campus location within a large enterprise financial services environment. This role installs, configures, relocates, and troubleshoots end‑user hardware, software, mobile devices, and collaboration technologies while ensuring compliance with security, audit, and regulatory standards.

The analyst coordinates warranty repairs, manages campus spare equipment, and maintains accurate asset and ticket records within the enterprise ITSM platform (e.g., Service Now). Working closely with centralized engineering and infrastructure teams, the role supports device staging, deployments, refresh initiatives, onboarding/offboarding activities, and campus technology projects.

Acting as a trusted technical partner, the Deskside Support Analyst delivers timely resolutions, provides white‑glove support for senior stakeholders, and meets defined service levels within a secure, fast‑paced enterprise environment.

• Troubleshoot and resolve issues across Windows 10/11, Microsoft 365, and core workplace applications (Outlook, Teams, One Drive, browsers).
• Perform user and access administration, including shared drives, printers, and collaboration permissions, while supporting secure access requirements.
• Support endpoint management activities, including Intune‑related application, policy, and device compliance troubleshooting.
• Deliver hardware and peripheral support (laptops/desktops, docks, monitors, printers), including basic diagnostics and coordination of OEM repairs.
• Execute IMAC activities (installs, moves, adds, changes), including workstation setups, desk moves, refreshes, and device swaps.
• Manage the full ticket lifecycle, ensuring accurate documentation, categorization, timely updates, appropriate escalation, and clean closure.
• Maintain parts inventory and deployment logistics, including device staging, secure handoff, returns, and coordination with central teams.
• Provide white‑glove/VIP support with professionalism and clear communication, adhering to security, safety, and regulatory requirements.
• Support occasional overtime for priority incidents and move events, as required.

• Technical Diploma or University degree in Computer Science or a related field.
• A+ Certification required; ITIL v3/v4 certification preferred.
• Minimum 3 years of enterprise deskside/end‑user support experience.
• Strong knowledge of Windows 10/11, Microsoft 365, and common enterprise browsers.
• Proven troubleshooting skills across hardware, software, and network connectivity.
• Working knowledge of Intune and endpoint management concepts.
• Experience using ITSM/ticketing tools (e.g., Service Now, Cherwell) with strong ticket hygiene and customer communication.
• Familiarity with asset management practices, including tagging, lifecycle tracking, inventory control, and accurate CI/asset updates.
• Basic experience with Power Shell scripting for troubleshooting or automation.
• Experience supporting users via remote support tools (e.g., Log Me In  Rescue or equivalent).
• Excellent written and verbal communication skills with a customer‑first mindset.
• Strong time management, ability to prioritize in a…