Deskside Support Technician- Onsite

Compugen Inc; Toronto; On-site; CAD 65,000 - 90,000; Full time

Benefits offered by this job

Remote work/hybrid options

Work/life flexibility

Professional development

Diversity and inclusion programs

Job summary

Compugen Inc. is seeking a customer-focused Deskside Support Analyst for an onsite role in downtown Toronto. You will provide high-touch deskside support to executives and VIP users, coordinate with IT teams, and help maintain IT services and asset management.

You will troubleshoot hardware/software, assist with onboarding/offboarding, and ensure accurate ticketing in ServiceNow, while upholding ITIL practices and service quality.

Qualifications

• Minimum 5 years of customer service
• Minimum 3 years of end-user support experience, including deskside support
• A+ certification; ITIL v3/v4 certification is an asset
• Microsoft certifications such as MS-900 and AZ-900 assets
• Experience mentoring or supporting peers in a technical environment is an asset
• 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 Microsoft 365 administration; endpoint certifications are an asset
• Experience using ServiceNow or similar ITSM ticketing systems
• Strong verbal and written communication skills; able to explain technical concepts clearly to end users
• Professional and discreet when supporting executive and VIP stakeholders
• Strong sense of ownership, responsiveness, and accountability
• Ability to manage multiple tasks and priorities in a fast-paced environment
• QA, service reporting, and SLA awareness is a plus

Responsibilities

• Provide white glove, high-touch deskside support for executives and VIP users
• Support day-to-day deskside and service desk activities at the site level
• Act as primary resource for escalated technical incidents and coordinate resolution
• Share knowledge and support team members in following documented processes
• Troubleshoot hardware, software, and connectivity issues across laptops, printers, peripherals, and meeting rooms
• Perform authorized hardware repairs and coordinate warranty support with vendors
• Manage user onboarding/offboarding, including provisioning and deprovisioning
• Maintain Active Directory groups, distribution lists, and application permissions
• Support and troubleshoot core applications: Windows OS, Microsoft 365, browsers, and remote tools
• Install and activate software within licensing parameters
• Ensure accurate ticket handling, status updates, and documentation in ServiceNow
• Maintain and track parts inventory to support device swaps and repairs
• Maintain and update the asset management database for all hardware transactions
• Participate in team huddles and IT coordination meetings; provide updates on local support performance
• Follow ITSM and ITIL-aligned practices

Skills

Customer service

Deskside support

Executive support

Windows troubleshooting

Active Directory

Azure AD

PowerShell basics

ServiceNow

Education

Technical diploma or university degree in Computer Science or related field

Tools

LogMeIn Rescue

TeamViewer

Intune

Microsoft 365 admin

PowerShell scripting

Job 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.

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.

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.

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!

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 serve as a key member of a small onsite deskside team and provide support and informal guidance to the onsite service desk team. This role combines hands-on technical support with light coordination responsibilities, ensuring delivery of a high-quality service experience and contributing to continuous improvement in end-user support. This is an onsite role at the customer premises in downtown Toronto

Key Responsibilities

• Provide white glove, high-touch support for executives and VIP users
• Support day-to-day deskside and service desk activities at the site level, including task prioritization and coordination with team members as needed
• Act as a primary resource for escalated technical incidents and coordinate resolution across IT functions
• Share knowledge and support team members in following documented processes to improve service delivery and customer satisfaction
• Troubleshoot hardware, software, and connectivity issues across, laptops, printers, peripherals, and meeting rooms
• Perform authorized hardware repairs and coordinate 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, Microsoft 365, browsers, and remote tools
• Install and activate software within licensing parameters
• Ensure accurate ticket handling, status updates, and documentation in ServiceNow
• Maintain and track parts inventory to support device swaps and repairs
• Maintain and update the asset management database for all hardware transactions
• Participate in team huddles and IT coordination meetings; contribute updates on local support performance
• Follow and promote adherence to ITSM and ITIL-aligned practices

Skills & Qualifications

• Technical diploma or university degree in Computer Science or related field
• Minimum 5 years of customer service
• Minimum 3 years of end-user support experience, including deskside support
• A+ certification; ITIL v3/v4 certification is an asset
• Microsoft certifications such as MS-900 and AZ900 assets
• Experience mentoring or supporting peers in a technical environment is an asset
• Strong Windows 10/11 OS knowledge and troubleshooting skills
• Proficient in Active Directory, Azure AD, and basic PowerShell scripting
• Experience with remote support tools (for example LogMeIn Rescue, TeamViewer)
• Familiarity with Intune and Microsoft 365 administration; endpoint certifications are an asset
• Experience using ServiceNow or similar ITSM ticketing systems
• Strong verbal and written communication skills, with ability to explain technical concepts clearly to end users
• Professional and discreet when supporting executive and VIP stakeholders
• Strong sense of ownership, responsiveness, and accountability
• Ability to manage multiple tasks and priorities in a fast-paced environment
• QA, service reporting, and SLA awareness is a plus

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.