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 team-oriented at the core, then you belong with us.

Position Overview

We are seeking a Contract IT Helpdesk Analyst to provide Level 1 technical support to end users within a corporate environment. The successful candidate will be responsible for responding to and resolving technical issues related to Windows devices, Microsoft 365 applications, user accounts, hardware, connectivity, and other end-user technologies.

This role requires a strong customer-service mindset, hands-on troubleshooting skills, and the ability to effectively manage incidents and service requests while working within established service levels and support processes.

Key Responsibilities

- Provide Level 1 helpdesk and technical support to end users for hardware, software, application, account, and connectivity issues.
- Respond to, troubleshoot, and resolve incidents and service requests through phone, email, remote support tools, and other support channels.
- Log, categorize, prioritize, track, and update incidents and service requests within the organization's ticketing system.
- Troubleshoot and support Windows 10 and Windows 11 desktops and laptops.




- Provide end-user support for Microsoft 365, including Outlook, Microsoft Teams, OneDrive, and SharePoint.
- Perform basic Active Directory administration, including account creation, password resets, account unlocks, and group membership management.
- Diagnose and resolve hardware issues involving laptops, desktops, printers, peripherals, and mobile devices.
- Troubleshoot basic network and connectivity issues, including TCP/IP, DNS, DHCP, Wi-Fi, and VPN connectivity.
- Use remote support and device-management tools such as NinjaOne, Microsoft Teams, or similar technologies to diagnose and resolve user issues.
- Configure, prepare, and deploy laptops, desktops, peripherals, and other end-user devices.
- Support employee onboarding and offboarding, including account setup, device preparation, access changes, and equipment collection.
- Escalate complex or unresolved technical issues to Level 2/Level 3 or specialized technical teams as appropriate.
- Communicate ticket status and resolution information clearly to end users and internal teams.
- Maintain accurate technical documentation, troubleshooting procedures, and knowledge base articles.
- Follow established IT processes, security policies, service-level agreements, and escalation procedures.
- Manage multiple incidents and service requests simultaneously while ensuring appropriate prioritization and timely resolution.

Skills &

Qualifications

- 1–3+ years of experience in an IT Helpdesk, Service Desk, Desktop Support, or Technical Support role.
- Hands-on experience supporting Windows 10 and Windows 11 environments.
- Experience supporting Microsoft 365, including Outlook, Teams, OneDrive, and SharePoint.




- Experience with Active Directory user administration, including account management, password resets, and group management.
- Experience troubleshooting end-user hardware, including laptops, desktops, printers, and mobile devices.
- Working knowledge of basic networking concepts, including TCP/IP, DNS, DHCP, and VPN connectivity.
- Experience with ticketing/ITSM platforms such as ServiceNow, Jira Service Management, Zendesk, Remedy, or similar.
- Experience providing remote support using tools such as NinjaOne, Microsoft Teams, or equivalent technologies.
- Strong troubleshooting, analytical, and problem-solving skills.
- Excellent verbal and written communication skills.
- Strong customer-service skills with the ability to explain technical issues to non-technical users.
- Ability to manage multiple incidents, requests, and competing priorities.
- Diploma or degree in Information Technology, Computer Science, or a related field, or equivalent relevant experience.

Nice to Have
- Previous experience working in a corporate or enterprise IT environment.
- Experience supporting device deployment, onboarding, and offboarding activities.
- CompTIA A+ certification.
- ITIL Foundation certification.
- Microsoft Certified Fundamentals certification.
- HDI Support Center Analyst certification or other relevant IT support certifications.

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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📌 IT Helpdesk Analyst - Contract (Vancouver)
🏢 Compugen
📍 Vancouver