IT Helpdesk Administrator

Pharma Medica Research Inc.•Mississauga, ON

4d•CA$45,000 - CA$50,000

About The Position

The IT Helpdesk Administrator will serve as the primary point of contact for all IT support inquiries, providing initial troubleshooting and assistance for hardware, peripherals, network access, and software. This role involves researching problems, responding to end-users, and guiding them through simple procedures. Key responsibilities include managing user accounts, passwords, and IT asset inventory, as well as developing and maintaining Standard Operating Procedures (SOPs) and IT processes. The administrator will also manage Office 365 environments, Microsoft Intune for device management, and SharePoint sites. Additionally, this role requires providing on-site IT support during clinical trials and collaborating with other departments to ensure IT infrastructure supports clinical activities.

Requirements

Primary point of contact for all IT support inquiries.
Initial troubleshooting and assistance for hardware, peripherals, and network access.
Support for office productivity applications and other assigned software.
Research problems and provide appropriate responses to end users.
Basic troubleshooting and guiding users through simple procedures.
Monitor voice mail, e-mail, messages, and related information for support inquiries.
Coordinate and maintain a log of request activities.
Prioritize service requests.
Administer computer accounts.
Manage user access.
Handle password-related issues.
Manage the inventory of IT assets (hardware, software, licenses).
Handle requisitions, purchase orders, and asset tagging.
Generate requisitions, purchase orders, receiving, and asset tags.
Provide on-site IT support during clinical trials.
Collaborate with other departments to ensure IT infrastructure supports LAB and clinical activities.
Serve as a backup for related IT services.
Develop, document, and maintain Standard Operating Procedures (SOPs) and IT processes.
Manage and support Office 365 environments (email, collaboration tools, user accounts).
Administer Microsoft Intune for device management.
Manage SharePoint sites (permissions, site creation, content management).

Responsibilities

Manage the Help Desk as the primary point of contact for all IT support inquiries, providing initial troubleshooting and assistance.
Provide support for hardware, peripherals, and network access.
Assist users with office productivity applications and other assigned software, offering guidance and troubleshooting as needed.
Research various problems to provide appropriate responses to end users, be able to do basic troubleshooting and assist users through simple procedures.
Monitor voice mail, e-mail, messages, and related information for support inquiries.
Coordinate and maintain a log of request activities of the Help Desk, be able to prioritize service requests according to importance, i.e., emergency, immediate, high priority, moderate, general or suggestion.
Administer computer accounts, manage user access, and handle password-related issues to maintain security and functionality.
Manage the inventory of IT assets, including hardware, software, and licenses, and handle requisitions, purchase orders, and asset tagging.
Generate requisitions, purchase orders, receiving, and asset tags, forwarding all appropriate information to the accounts payable office.
Provide on-site IT support during clinical trials, collaborate with other departments to ensure IT infrastructure supports LAB and clinical activities, and serve as a backup for related IT services.
Develop, document, and maintain Standard Operating Procedures (SOPs) and IT processes, ensuring consistency and regulatory compliance.
Manage and support Office 365 environments, including email, collaboration tools, and user accounts, ensuring secure and efficient communication within the organization.
Administer Microsoft Intune for device management, ensuring all endpoints are secure and compliant with organizational policies.
Manage SharePoint sites, including permissions, site creation, and content management, ensuring that research teams have secure and efficient access to necessary resources.
Other duties as required.