Information Technology Help Desk

Helus Pharma; Hamilton; On-site; CAD 50,000 - 70,000; Full time

Job summary

A leading healthcare innovator located in Hamilton, Ontario is seeking an IT Helpdesk professional to provide frontline technical support to end users. The role requires at least 3 years of experience in technical support with a diploma or degree in IT or a related field. Responsibilities include troubleshooting issues with hardware and software, managing support tickets, and providing a positive customer service experience. The ideal candidate will demonstrate strong communication and organizational skills and be eager to expand their technical knowledge.

Qualifications

• Minimum of 3 years’ experience in IT support.
• Strong troubleshooting ability across hardware, software, and networks.
• Excellent written and verbal communication skills.

Responsibilities

• Provide technical support for hardware, software, and networking issues.
• Respond to and manage support tickets efficiently.
• Support onboarding and offboarding processes for employees.

Skills

Troubleshooting

Customer service

Organization

Multitasking

Communication

Education

Diploma or degree in IT or related field

Tools

Microsoft 365

Entra

Intune

Job description

ABOUT THE COMPANY

Helus Pharma (NASDAQ: HELP) is a late-stage neuropsychiatry company dedicated to revolutionizing mental healthcare. Through the development of innovative next-generation therapeutics, Helus Pharma aims to address the significant unmet needs of people affected by depression, anxiety, and other mental health conditions. Founded in 2019, the company operates in Canada, the United States, the United Kingdom, the Netherlands, and Ireland.

With promising data from its lead programs, HLP003—a proprietary deuterated psilocin analog currently in Phase 3 (with U.S. Food and Drug Administration Breakthrough Therapy Designation) for the adjunctive treatment of major depressive disorder—and HLP004, a deuterated DMT in Phase 2 for generalized anxiety disorder, Helus Pharma is set to transform the mental health treatment landscape. The company’s robust research pipeline of 5-HT-receptor-focused compounds has the potential to redefine the treatment of neuropsychiatric conditions.

Supported by strong proof-of-concept data and a global team of scientists, clinicians, and mental health innovators, Helus Pharma is well-positioned for growth through thoughtfully engineered intermittent therapies that deliver durable, meaningful outcomes. Driven by compassion and the urgent need for better mental health solutions, Helus Pharma is building a pathway to make accessible, scalable, and transformative care available to millions of people worldwide.

POSITION PURPOSE

The IT Helpdesk provides frontline technical support to end users, ensuring reliable access to systems, applications, and technology resources. This role is responsible for troubleshooting technical issues, maintaining high service quality standards, and supporting ongoing improvement of IT operations. The ideal candidate is customer-focused, analytical, and eager to grow their technical expertise.

KEY RESPONSIBILITIES

• Provide technical support for hardware, software, and networking issues across the organization.
• Troubleshoot problems related to operating systems, Microsoft business products (Microsoft 365, Entra, Intune), and other enterprise applications.
• Respond to and manage support tickets in a timely manner, ensuring accurate documentation of issues and resolutions.
• Communicate effectively with end users, offering clear instructions, timely updates, and a positive service experience.
• Collaborate with IT team members to elevate complex issues and ensure continuous service delivery.
• Maintain organization and prioritize multiple requests while ensuring attention to detail.
• Support onboarding and offboarding processes, including provisioning and access management.
• Participate in ongoing training and development to expand technical and cross-functional knowledge.
• Perform additional duties as assigned to support IT operations and organizational goals.

EDUCATION AND EXPERIENCE

• Minium of 3 years’ experience with a proven track record of success.
• Diploma or degree in IT, Computer Science, Network Administration, or related field; or equivalent training and experience.
• Certifications (CompTIA A+, Network+, Microsoft) are an asset.
• Strong troubleshooting ability across hardware, software, and networks.
• Working knowledge of operating systems, networking basics, and Microsoft 365 / Entra / Intune.
• Clear written and verbal communication.
• Strong organization and multitasking abilities.
• Customer service orientation and willingness to learn.

CORE COMPETENCIES

• Communication: Clear, concise, professional interactions.
• Customer Focus: Provides patient, service-oriented support.
• Problem-Solving: Quickly identifies and resolves issues.
• Teamwork: Collaborates effectively with others and the IT Manager.
• Adaptability: Responds well to changing priorities and technologies.
• Accountability: Takes ownership and follows through.