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 and motivated
Service Desk Agent to join our IT support team. In this role, you will provide excellent technical support to end users, focusing on Windows 11 devices, Microsoft Office applications, Active Directory management, and imaging and deployment processes. The ideal candidate will have a strong understanding of troubleshooting, resolving software and hardware issues, and ensuring that IT systems run smoothly for all users across the organization.
Key Responsibilities: - Technical Support : Provide first-line support to end-users for issues related to Windows 11 devices, Microsoft Office applications, and other software applications. Troubleshoot and resolve issues in a timely and efficient manner.
- Active Directory Management : Assist with user account creation, modifications, and deletions within Active Directory. Perform password resets and group policy changes as required.
- Imaging and Deployment : Assist with the preparation, imaging, and deployment of new devices. Work with the IT team to deploy Windows 11 operating systems, software packages, and updates to end-user devices, ensuring they are set up correctly and efficiently.
- Hardware Support : Troubleshoot and resolve hardware issues, including desktops, laptops, and peripherals, ensuring minimal downtime for users.
- Documentation : Maintain accurate records of support tickets, including troubleshooting steps taken and resolutions. Create and update user guides, knowledge base articles, and FAQs for common issues.
- Customer Service : Provide exceptional customer service and ensure that users receive timely and professional responses. Communicate technical information to non-technical users in a clear and understandable manner.
- Collaboration : Work closely with other IT support staff and departments to ensure timely resolution of escalated issues. Collaborate on system upgrades, new installations, and other IT initiatives.
Skills & Qualifications:
- Strong knowledge of Windows 11 operating system.
- Experience with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook, etc.) and troubleshooting issues related to Office applications.
- Proficient in Active Directory for managing users, groups, and permissions.
- Experience in imaging and deployment of operating systems and software, including the use of deployment tools like Microsoft Endpoint Configuration Manager (MECM), Windows Autopilot, or other imaging solutions.
- Proven experience in a Service Desk or Help Desk role, providing support for hardware and software issues.
- Strong troubleshooting skills for both software and hardware issues, with the ability to identify root causes and resolve them quickly.
- Excellent verbal and written communication skills, with a focus on delivering clear and concise instructions
- Strong customer service orientation, with the ability to remain calm under pressure and provide excellent support in a fast-paced environment.
Certifications (Preferred but not required) :
- CompTIA A+ or Microsoft Certified: Windows 10/11 Fundamentals.
- Microsoft Certified: Azure Fundamentals or Microsoft Certified: Modern Desktop Administrator Associate (MD-100/MD-101).
Equity Statement
At Compugen, we're committed to diversity, equity and inclusion, actively recruiting from all groups. We provide accommodation upon request to all applicants during the recruitment process. At Compugen, we believe that everyone deserves a seat at the table. If you require an accommodation, our People & Culture representative will work with you to meet your needs.
