Service Desk - Contract

Compugen Inc; Toronto; On-site; CAD 60,000 - 75,000; Full time

Job summary

Compugen Inc. in Toronto, Canada provides first- and second-line technical support for end users across Windows and macOS devices, mobile devices, cloud identity platforms, and VC systems.

You will diagnose issues, manage accounts with Azure AD and Intune, and support onboarding/offboarding, meeting room tech, and software updates. The role emphasizes strong customer service, documentation, and collaboration within an ITSM environment, with adherence to security policies and data protection

Qualifications

• Experience in a Service Desk/Help Desk/End User Support role.
• Strong troubleshooting across hardware, software, and network issues.
• Knowledge of Windows OS and basic macOS support.
• Experience supporting mobile devices (iOS/Android).
• Familiarity with Azure AD and Microsoft Intune for device management.
• Experience with video conferencing systems and room tech.
• Understanding of AD concepts and access control.
• Ability to prioritize in a fast-paced environment.
• Strong communication, documentation, and customer service.
• Experience with ITSM and ticketing systems (ITIL).
• Exposure to Microsoft 365 apps and collaboration tools.
• Basic networking concepts (VPN, Wi‑Fi, DNS).
• Certs (CompTIA A+, Microsoft, ITIL) are a plus.
• Customer-focused mindset.
• Strong problem-solving and analytical skills.

Responsibilities

• Provide first-line and second-line end-user support via phone, email, ticketing system, and in-person help.
• Diagnose, troubleshoot, and resolve hardware, software, and connectivity issues.
• Support Windows desktops/laptops and some macOS.
• Support mobile devices (iOS/Android).
• Manage users/devices with Azure AD and Intune.
• Handle onboarding/offboarding, including account creation and device setup.
• Support VC units and meeting room tech.
• Install, configure, and update software and OS.
• Escalate complex issues to higher-level teams.
• Document incidents and resolutions in the ticketing system and knowledge base.
• Follow ITSM best practices for incidents, requests, and assets.
• Ensure security policy and data protection compliance.
• Provide excellent customer service and clear communication.

Skills

Service Desk

Troubleshooting

Windows support

macOS support

Azure Active Directory

Microsoft Intune

Video conferencing

Active Directory

ITSM

Ticketing systems

Customer service

Documentation

Tools

ITIL

Microsoft 365

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 Service Desk Analyst provides first-line and second-line technical support to end users, ensuring timely resolution of IT issues and a high level of customer service. This role supports a mixed technology environment including Windows and macOS devices, mobile devices, cloud identity platforms, and collaboration and video conferencing systems.

Key Responsibilities

• Provide end-user support through the Service Desk via phone, email, ticketing system, and in-person assistance
• Diagnose, troubleshoot, and resolve hardware, software, and connectivity issues in a timely and professional manner
• Support Windows-based desktops and laptops, with some macOS support
• Provide support for mobile devices including iPhones and Android devices
• Manage user accounts, access, and devices using Azure Active Directory (Azure AD) and Microsoft Intune
• Perform onboarding and offboarding activities, including account creation, device setup, and access provisioning
• Troubleshoot and support collaboration and video conferencing (VC) units, including meeting room technology and peripherals
• Install, configure, and maintain software applications and operating system updates
• Escalate complex or unresolved issues to higher-level support teams while maintaining ownership and communication
• Document incidents, requests, resolutions, and procedures within the ticketing system and knowledge base
• Follow IT service management (ITSM) best practices, including incident, request, and asset management
• Ensure compliance with security policies and data protection standards
• Provide excellent customer service and clear communication to technical and non-technical users

Skills & Qualifications

• Experience working in a Service Desk, Help Desk, or End User Support role
• Strong troubleshooting skills across hardware, software, and network-related issues
• Working knowledge of Windows operating systems and basic macOS support
• Experience supporting mobile devices, including iOS (iPhone) and Android
• Familiarity with Azure Active Directory and Microsoft Intune for user and device management
• Experience supporting video conferencing systems and meeting room technology
• Understanding of Active Directory concepts, user permissions, and access control
• Ability to prioritize tasks and manage multiple requests in a fast-paced environment
• Strong customer service, communication, and documentation skills
• Experience with ticketing systems and ITSM frameworks (e.g., ITIL)
• Exposure to Microsoft 365 applications and collaboration tools
• Basic understanding of networking concepts (VPN, Wi‑Fi, DNS)
• Technical certifications (e.g., CompTIA A+, Microsoft, ITIL) are an asset
• Customer-focused mindset
• Strong problem-solving and analytical skills
• Clear verbal and written communication
• Ability to work independently and as part of a team
• Attention to detail and documentation accuracy

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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