Deskside support Analyst
Posted
Summary
An onsite (100% in-office, Atlanta) Deskside Support Analyst who troubleshoots Windows, Microsoft 365, hardware, and workplace technology issues for end users, handles device deployment/lifecycle and IT asset management, and resolves incidents via ServiceNow, including executive/VIP support.
Job Description
Deskside Support Analyst
You Are
As a Deskside Support Analyst, you will provide 100% onsite technical support to end users, troubleshoot hardware, software, and workplace technology issues, and assist with device deployment, maintenance, and lifecycle activities. You will support user onboarding and offboarding, manage IT assets, provide executive/VIP support when required, and use ServiceNow to manage incidents and service requests. You will work closely with internal IT teams to ensure timely resolution of technical issues and support day-to-day workplace technology needs.
We Are
Compugen Systems, Inc. (CSI), an affiliate of Compugen Inc., is an IT service delivery company that focuses on the business outcome of technology. We improve human experience as organizations work to design, acquire, integrate, and operate technology for productivity improvement and competitive advantage. CSI provides innovative technology-based services to accelerate your transformation in the Modern Workspace and Hybrid IT with our uniquely crafted managed, professional, and field services. At CSI, we believe that every day we have is another opportunity to innovate, inspire, and impact the world for the better. Our vision is to redefine customer experience, join us.
What We Need
We are looking for a customer-focused Deskside Support Analyst who enjoys working directly with employees in an onsite corporate environment. The ideal candidate will have hands-on experience with Windows, Microsoft 365, hardware troubleshooting, ServiceNow, endpoint management, and basic networking, along with strong communication, customer service, and problem-solving skills.
A Typical Day Looks Like
- Provide 100% onsite deskside support to employees and resolve day-to-day hardware and software issues.
- Troubleshoot laptops, desktops, monitors, printers, mobile devices, and other workplace technology.
- Respond to ServiceNow tickets, diagnose issues, and provide timely resolutions to end users.
- Set up, configure, replace, and maintain laptops, desktops, peripherals, and other IT equipment.
- Assist users with Windows, Microsoft 365, applications, network connectivity, and meeting room technology.
- Support new hire setups, employee moves and changes, equipment collection, and executive/VIP support when required.
How You’ll Be Measured
- Timely resolution of onsite deskside support tickets and user issues.
- Customer satisfaction and positive feedback from end users.
- Effective troubleshooting and first-time resolution of technical issues.
- Accurate ticket updates, documentation, and adherence to ServiceNow processes.
- Successful and timely completion of device setups, deployments, replacements, and onboarding support.
- Reliable onsite presence, strong communication, and effective collaboration with IT teams.
Required Skills + Competencies
- 3+ years of Desktop Support, End User Computing (EUC), or Technical Support experience.
- Hands-on experience with ServiceNow for incident management, service requests, asset tracking, and documentation.
- Strong Windows 10/11 and Microsoft 365 expertise.
- Experience supporting desktops, laptops, mobile devices, printers, and collaboration technologies.
- Active Directory, Entra ID (Azure AD), Intune, and endpoint management experience.
- Hardware imaging, software deployment, diagnostics, and break/fix support.
- ITSM experience including Incident, Request, and Asset Management.
- Networking fundamentals include TCP/IP, VPN, and wireless troubleshooting.
- Strong customer service and communication skills.
- Experience supporting executive/VIP users is considered an asset.
- Ability and willingness to work onsite 100% and provide hands-on support to employees.
Key Responsibilities
- Provide 100% onsite deskside support to employees.
- Support desktops, laptops, mobile devices, printers, conference room technology, and other workplace technology.
- Perform hardware deployment, refreshes, replacements, and lifecycle management.
- Support user onboarding, offboarding, and MACD activities.
- Manage IT assets and maintain accurate inventory records.
- Provide executive/VIP support as required.
- Troubleshoot Microsoft 365, Windows 10/11, business applications, and workplace technology.
- Coordinate with Service Desk, Infrastructure, Security, and Application Support teams.
- Support technology rollouts, office moves, and site initiatives.
- Maintain accurate ServiceNow records, documentation, and knowledge articles.
Desired Character + Culture Traits
- Demonstrates strong customer focus and a hands-on approach to problem-solving.
- Proactively identifies and resolves onsite technical challenges.
- Maintains a collaborative and professional approach when working with employees and IT teams.
- Comfortable working directly with users and supporting multiple stakeholders.
- Consistently demonstrates professionalism, reliability, responsiveness, and discretion.
EEO: We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to any status protected by applicable law.