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 require a temporary backfill for an IT Site Specialist traveling between Trenton, Scarborough, and Oshawa
We are seeking a customer-focused
Deskside Support Technician to provide hands-on technical support to end users in a corporate environment. The successful candidate will be responsible for troubleshooting hardware, software, operating system, peripheral, and connectivity issues while ensuring incidents and service requests are resolved efficiently and in accordance with established service levels.
This role requires strong technical troubleshooting skills, excellent customer service, and the ability to work independently in a fast-paced onsite environment.
Key Responsibilities:
- Provide onsite Level 1 and Level 2 deskside support for end users.
- Diagnose and resolve hardware, software, operating system, application, and peripheral issues.
- Install, configure, deploy, troubleshoot, and replace desktops, laptops, monitors, docking stations, printers, and other end-user devices.
- Perform device builds, imaging, configuration, and deployment in accordance with established standards.
- Support Windows 10/11 and Microsoft 365 applications, including Outlook, Teams, OneDrive, and Office applications.
- Troubleshoot network connectivity, Wi-Fi, VPN, printing, and peripheral-related issues.
- Support user account, password, access, and authentication issues, including Active Directory and Microsoft Entra ID environments.
- Assist with device enrollment, configuration, and management using tools such as Microsoft Intune, Autopilot, SCCM/MECM, or similar endpoint management platforms.
- Perform hardware break/fix activities and coordinate warranty repairs or vendor support when required.
- Support workstation moves, adds, changes, refreshes, and lifecycle replacement activities.
- Provide technical support for meeting rooms, collaboration technologies, and audiovisual equipment as required.
- Install and configure approved software and applications.
- Troubleshoot and support mobile devices and related corporate applications where required.
- Log, track, update, and resolve incidents and service requests using an ITSM/ticketing system such as ServiceNow.
- Maintain accurate documentation of troubleshooting activities, resolutions, asset information, and equipment assignments.
- Escalate complex technical issues to appropriate Level 3, infrastructure, network, security, or application support teams.
- Follow established IT security, change management, incident management, and asset management procedures.
- Maintain inventory and assist with receiving, staging, deployment, collection, and secure disposal of IT equipment.
- Deliver professional, timely, and customer-focused support while meeting established SLAs and service expectations.
Skills & Qualifications:
- 2+ years of experience providing deskside, desktop, field, or end-user IT support.
- Strong knowledge of Windows 10/11 desktop environments.
- Experience supporting Microsoft 365 applications and services.
- Hands-on experience troubleshooting laptops, desktops, monitors, docking stations, printers, and peripherals.
- Experience with Active Directory and/or Microsoft Entra ID.
- Familiarity with Microsoft Intune, Autopilot, SCCM/MECM, or comparable endpoint management technologies.
- Experience working with ITSM platforms such as ServiceNow, Remedy, Jira Service Management, or similar tools.
- Understanding of basic networking concepts, including TCP/IP, DNS, DHCP, Wi-Fi, and VPN.
- Strong troubleshooting and problem-solving skills.
- Excellent verbal and written communication skills.
- Strong customer service skills with the ability to support users with varying levels of technical knowledge.
- Ability to prioritize multiple incidents and service requests in a fast-paced environment.
- Ability to work independently as well as collaboratively with other technical teams.
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 representative 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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