Onsite Desktop Support

Compugen Inc; Ottawa; On-site; CAD 55,000 - 75,000; Full time

Job summary

Compugen Inc. is seeking an IT Client Services Officer to deliver first- and second-level technical support for CATSA employees at headquarters and regional sites. You will diagnose and resolve issues across Microsoft technologies, user accounts, devices, and meeting-room equipment.

Responsibilities include ticket management, user communication, and escalation when necessary, while maintaining secure, reliable IT services in alignment with company standards.

Qualifications

• Diploma or certificate in computer science, information technology or a related field.
• Minimum two years in a support or client-facing IT role.
• Experience diagnosing, configuring and installing technology.
• Experience documenting resolutions and supporting mobile devices.
• Experience setting up boardroom presentation equipment.
• Knowledge of IT asset management, security and Windows 11.

Responsibilities

• Provide first- and second-level user support and escalate when needed.
• Log, manage and track IT service desk tickets and follow up with users.
• Assist remote users and on-site staff with IT issues and requests.
• Maintain knowledge of CATSA policies and services to improve support quality.
• Collaborate with service desk teammates to share best practices.

Skills

Partnerships & stakeholders

First point of contact

Troubleshooting

Diagnostics & analysis

Customer service

Education

Diploma in IT / Computer Science

Tools

Windows 11

MS Office 2016

Adobe software suites

Dell/HP workstations

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:

The IT Client Services Officer serves as the primary point of contact for IT incidents and service requests and provides, providing first- and second-level technical support to CATSA employees at headquarters and regional locations. The officer diagnoses and resolves issues involving supports CATSA’s Microsoft technologies, user accounts and access, workstations, laptops, mobile devices, peripherals environment, approved hardware and software, connectivity, and meeting-room equipment. The position also supports CATSA’s corporate and operational systems and equipment, including BPSS, RAIC, and CCTV technologies. The officer records and manages tickets, keeps users informed, documents resolutions, and escalates complex or high-impact issues to specialized IT teams or service providers. Working in accordance with CATSA’s service management, security, and technology standards, the officer helps maintain reliable, secure, and client-focused IT services, and performs other related duties as required.

Key Responsibilities:

• Accountabilities

Operational Capacity and Efficiency and Business Operation Support

• Ensure that corporate standards governing the installation and configuration of IT assets by the IT Service Desk for CATSA users are maintained.
• Maintain knowledge of the fundamental operations of commonly-used software, hardware, and other IT equipment and maintain ongoing learning and knowledge development on these elements or areas of expertise.
• Adhere to standard IT Service Desk operating policies and procedures.
• Log and manage IT Service Desk tickets, and follow-up and update user status and information.
• Accept general responsibility for the computer laboratory and communications rooms.
• Collaborate with other Service Desk Officers to cross-train on areas of specialization; share best practices and lessons learned from handling client issues.
• Provide assistance and support to remote users for distance learning programs and systems.
• Knowledge of:
  • IT asset management / inventory control;
  • computer and network security;
  • Microsoft application environments;
  • common application programs, MS Office 2016 and Adobe software suites;
  • core business processes within an IT group;
  • Windows 11 environments;
  • Dell / HP workstations & notebook PCs; and
  • root cause analysis; tracking of known errors in database and change management processes;

Skills & Qualifications:

• Partnerships and Stakeholder Relations
• Serve as the first point of contact for users seeking technical assistance on computer systems over the phone, by email, or in person.
• Provide first and second level user support, and escal
• Assist users with troubleshooting any element of the IT infrastructure by diagnosing, investigating, analyzing and collecting information.
• Determine the best solution based on the issue and details provided by users.
• Provide service to users by analyzing their needs, responding to their requests and incidents, and providing guidance and familiarization with the available information technology services.
• Maintain knowledge of CATSA policies, business lines, and staff to continuously improve the quality of services delivered.

Essential

• Graduation from a recognized college or post-secondary learning institution, with a diploma/certificate in computer science, information technology, information management, or another specialty relevant to the position;
• A minimum of two years of experience in a support/client-facing role in an IT environment;
• Experience conducting diagnostics, configurations, and installation of technology;
• Experience documenting resolutions to technical problems;
• Experience supporting multiple mobile devices including Android smartphones and tablet devices;
• Experience setting up boardroom presentation equipment typically utilized in meetings (projectors, presentation changer, audio equipment);
• Knowledge of:
  • IT asset management / inventory control;
  • computer and network security;
  • Microsoft application environments;
  • common application programs, MS Office 2016 and Adobe software suites;
  • core business processes within an IT group;
  • Windows 11 environments;
  • Dell / HP workstations & notebook PCs; and
  • root cause analysis; tracking of known errors in database and change management processes;
• General knowledge of network infrastructure components (WAN, MAN, LAN);
• Familiarity with several types of products, hardware and software, their installation and troubleshooting of products;
• Familiarity with helpdesk tracking systems.

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.