Deskside Support Analyst (Onsite)

Position: Deskside Support Analyst - Onsite

Job Type: 12-Month Contract

Location: Kelowna, BC 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

The Deskside Support Analyst will provide onsite, face-to-face technical support to end users ensuring timely resolution of incidents and service requests while maintaining a high level of customer service. This role requires strong troubleshooting skills across hardware, software, mobile devices, printers, networking, and Microsoft technologies, along with the ability to support onboarding, device replacements, knowledge documentation, and occasional coverage at other BC locations as required.

Key Responsibilities

Daily onsite requirement as a Deskside Support Analyst to provide face to face customer service.

Provide technical support to users via phone, email, chat, remote application, hands on or on the spot.

Answering Helpdesk calls as a back up to Level 1 Support during peak times or when required.

Full understanding of networking related to LAN, WAN, Wi-Fi, and SIM cards (cellular connectivity).

Diagnose, troubleshoot and/or image computers to resolve hardware related issues.

Diagnose, troubleshoot and resolve printer related issues or installation and maintenance of printers.

Diagnose, troubleshoot and install or reinstall software to resolve software related issues.

Onsite work with onboarding and replacement of user devices located on top of or under desks.

Tracking and reporting of known hardware or software issues, outages and major incidents.

Information gathering, documentation and maintenance of knowledge base documents.

Handle Incidents and Service Requests in a timely manner to meet deadlines while providing detailed and quality updates using ticketing tool.

Strong problem-solving and interpersonal skills with excellent written and verbal communication skills.

Exceptional time-management, organizational, multitasking and prioritizing abilities.

Responsible and self-managed to work in a team environment and independently when required.

Maintain and deliver a high level of customer service in which performance is measured by SLA, customer feedback and survey results.

Requires heavy lifting when moving computers, hardware, and printers.

Travel may be required within BC for onsite work or coverage at various locations when required.

Perform other duties within skillset as assigned by coordinator when required.

Skills & Qualifications

Knowledge of ITIL V4 preferred.

Experience with Office 365, MS Teams, InTune, SCCM, Active Directory, OneDrive, Exchange Server.

A strong understanding of OS Win 10 and Win 11, Android and iOS.

In depth knowledge of desktops, laptops, tablets, printers, networks, audio visual equipment and mobile devices.

Strong troubleshooting skills

Superb communication skills, both written and verbal

Ability to take direction and follow procedures consistently and accurately

Strong time management skills

Valid driver’s license and vehicle required for occasional onsite work at various local locations.

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

Equity Statement

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.