Retail IT Support Analyst

Compugen Inc; Remote; CAD 50,000 - 70,000; Full time

Job summary

A leading technology company is seeking a Retail IT Support Analyst to provide remote technical support across the Retail environment. The role involves managing the hardware lifecycle and contributing to deployments and process improvements while ensuring high service quality. Candidates should have 1 to 3 years of experience in technical support and a relevant educational background, along with proficiency in IT tools such as Windows and Active Directory.

Qualifications

• 1 to 3 years of relevant experience in a technical support or IT operations role.
• Proficient with IT tools and technologies, especially Windows and Active Directory.
• Familiar with ITIL processes and best practices.

Responsibilities

• Provide remote support for IT incidents, requests, and changes in the Retail environment.
• Manage Retail Hardware Lifecycle activities and participate in hardware/software deployments.
• Develop support documentation and contribute to process improvement initiatives.

Skills

Technical support

Troubleshooting

Windows

Active Directory

ServiceNow

Enterprise networking concepts

Education

College diploma or university degree in Computer Science

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 Retail IT Support Analyst provides remote technical support for IT incidents, requests, and changes across the Retail environment. This role supports the full lifecycle of retail technology, including hardware, operating systems, deployment tools, and security, while ensuring high service quality, adherence to SLAs, and consistent communication with stakeholders. The role also contributes to deployments, documentation, process improvement, and ongoing operational excellence.

Key Responsibilities

• Provide remote support for all IT Incidents, Requests, and Changes within the Retail environment, including implementation, configuration, maintenance, troubleshooting, security, and usage monitoring, including after-hours support as required
• Resolve incidents and fulfill service requests within defined Service Level Agreements (SLAs)
• Manage Retail Hardware Lifecycle activities, including servers, RF devices, operating systems, deployment technologies, and IT security solutions
• Plan, test, pilot, and deploy new hardware and software technologies to retail stores
• Develop support and troubleshooting documentation for all new technologies prior to store deployment
• Create, update, and maintain Support Definition Documents
• Comply with Release Management processes and develop required release artifacts
• Execute deployment plans and actively participate in hardware and software deployment activities
• Promote clear and consistent customer communication and ensure stakeholders are informed of project and deployment status
• Evaluate existing processes and contribute to process improvement initiatives through conceptual and analytical thinking
• Document and maintain accurate knowledge base content and identify knowledge improvement opportunities
• Ensure compliance with IT policies, procedures, quality standards, and productivity guidelines
• Ensure all deliverables comply with IT Security policies and requirements
• Act as a technical expert and mentor to other team members
• Participate in IT projects and cross‑functional initiatives
• Support continuous improvement by analyzing, recommending, and implementing changes that improve departmental efficiency

Skills & Qualifications

• 1 to 3 years of relevant experience in a technical support or IT operations role
• College diploma or university degree in Computer Science, Information Systems, or a related field, or equivalent practical experience
• Proficiency with IT tools and technologies including Windows, Active Directory, ServiceNow, and enterprise networking concepts
• Working knowledge of ITIL processes and best practices
• Strong understanding of troubleshooting principles, methodologies, and issue resolution techniques
• Ability to develop, interpret, and maintain technical documentation
• Experience supporting a Retail IT environment is considered an asset

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.