L2 IT Support Analyst - Contract

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

Job summary

Compugen Inc in Toronto is seeking a highly skilled IT Support Analyst (Level 2) to provide white-glove technical support to executive users in a fast-paced enterprise environment. You will serve as the primary on-site contact, resolve complex issues, and help ensure service continuity.

The role combines strong technical expertise with exceptional customer service and problem-solving, collaborating with infrastructure and security teams, supporting Microsoft 365 apps, and contributing to

Qualifications

• Experience providing Level 2 IT support in a corporate enterprise.
• Experience supporting VIP or executive users.
• Strong customer service and communication skills.
• Ability to prioritize workload in a fast-paced environment.
• Ability to explain technical concepts to non-technical users.
• Experience with Windows 10/11 and Office 365.
• Familiarity with ITSM and ticketing systems.

Responsibilities

• Serve as primary on-site IT contact for VIP users, delivering advanced end-to-end support.
• Provide Level 2 desktop support, troubleshooting complex issues with minimal business disruption.
• Collaborate with infrastructure and security teams to resolve escalations and deploy new tech.
• Identify recurring issues and perform root cause analysis to prevent incidents.
• Document incidents and resolutions in Remedy ITSM.
• Follow up with users to ensure issues are resolved and provide guidance.
• Configure and support desktops, laptops, peripherals, and mobile devices.
• Assist with workstation lifecycle management and hardware refreshes.
• Support Microsoft 365 tools (Teams, SharePoint, Outlook, Yammer).
• Educate users through training sessions, Lunch & Learn.
• Participate in IT projects and technology rollouts.
• Create and maintain technical documentation and support procedures.
• Work with internal teams and partners to ensure reliability of enterprise applications.
• Assist with VBA macros in Excel as needed.

Skills

VIP support

Customer service

Troubleshooting

Communication

Prioritization

Problem solving

Tools

Remedy

Active Directory

Azure Entra ID

Intune

SCCM

Office 365

Microsoft 365

Teams

SharePoint

VBA (Excel)

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.

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 are seeking a highly skilled IT Support Analyst (Level 2) to provide white-glove technical support to executive and business-critical users in a fast-paced enterprise environment. This role is responsible for delivering exceptional end-user support, ensuring service continuity, resolving complex technical issues, and maintaining a seamless technology experience for VIP users.

The successful candidate will combine strong technical expertise with outstanding customer service, communication, and problem-solving skills. Acting as the primary on-site IT contact, you will collaborate with multiple technology teams, support workstation lifecycle management and evergreening initiatives, assist with technology rollouts, and proactively identify opportunities to improve user productivity and system reliability.

Experience supporting executive users or financial/trading environments is considered a strong asset.

Key Responsibilities

• Serve as the primary on-site IT contact for VIP users, providing advanced end-to-end technical support for hardware, software, and enterprise applications.
• Deliver Level 2 desktop support by troubleshooting and resolving both standard and complex technical issues while minimizing business disruption.
• Collaborate with infrastructure, networking, security, and application support teams to resolve escalated issues and support the deployment of new technologies.
• Proactively identify recurring issues, perform root cause analysis, and implement preventative solutions to improve service quality and reduce repeat incidents.
• Record, track, and document all incidents, service requests, troubleshooting activities, and resolutions within the ITSM ticketing system (Remedy).
• Follow up with users and business partners to ensure issues have been fully resolved and provide guidance on optimizing technology solutions and processes.
• Configure, deploy, and support desktops, laptops, peripherals, mobile devices, and user workstations.
• Participate in workstation lifecycle management and evergreening activities, including hardware refreshes, operating system upgrades, software deployments, and endpoint maintenance.
• Support Microsoft 365 and Office 365 collaboration tools, including Teams, SharePoint, Outlook, Yammer, and related productivity applications.
• Educate and onboard users through training sessions, including Lunch & Learn initiatives, to promote effective use of collaboration technologies and new tools.
• Assess the impact of new technology implementations and participate in technical analysis to identify risks, recommend improvements, and ensure minimal disruption to business operations.
• Ensure the stability, integrity, and security of desktop systems and user environments.
• Participate in IT projects, technology rollouts, testing activities, and other project-related initiatives.
• Create, maintain, and improve technical documentation, support procedures, knowledge articles, and IT standards.
• Configure applications and workstation settings to meet business and user requirements.
• Work closely with internal IT teams and external technology partners to ensure the ongoing maintenance and reliability of enterprise applications and systems.
• Support Microsoft Excel functionality, including troubleshooting and configuring VBA macros where required.
• Contribute to a collaborative support environment by sharing knowledge and best practices across the IT organization.

Skills & Qualifications

• Proven experience providing Level 2 IT support within a corporate enterprise environment.
• Demonstrated experience supporting VIP, executive, or high-profile business users.
• Excellent customer service, interpersonal, and relationship management skills.
• Strong ability to prioritize workload and respond effectively in a dynamic, fast-paced environment.
• Excellent analytical, troubleshooting, and problem-solving abilities with a proactive approach to issue resolution.
• Ability to explain technical concepts clearly to both technical and non-technical users.
• Strong organizational skills with excellent attention to detail.
• Demonstrated leadership qualities with the ability to work independently and collaboratively.
• Strong knowledge of Microsoft Windows 10 and Windows 11 (Windows 8.1 experience considered an asset).
• Experience supporting Microsoft 365 and Office 365 applications and collaboration tools, including Teams, SharePoint, Outlook, and Yammer.
• Experience with Active Directory, Microsoft Entra ID (Azure Active Directory), Microsoft Endpoint Manager (Intune), Microsoft Exchange, and Microsoft SCCM.
• Experience working with ITSM ticketing platforms such as Remedy.
• Good knowledge of Microsoft Excel, including Visual Basic for Applications (VBA) and macro troubleshooting.
• Experience supporting desktop hardware, software deployments, endpoint management, and workstation lifecycle activities.
• Experience supporting financial services, trading floors, or capital markets environments is considered an asset.
• Experience supporting trading applications such as Bloomberg, Reuters, Thomson Reuters, or similar financial market platforms is considered an asset.
• Bilingualism (English/French) is considered an asset but is not required.

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.

#ITR

#CompugenITR