Help Desk jobs in Canada

Our client is a global, privately held organization operating in the life sciences sector, driven by innovation and a strong commitment to improving patient outcomes. With a solid scientific foundation and a focus on developing specialized therapies for unmet medical needs, the organization combines scientific rigor with a people‑centered culture. The company is establishing a new Canadian affiliate in Mississauga, Ontario. This represents a key phase of growth and offers a unique opportunity to join a foundational team, contribute to the setup of local operations, and help shape the culture and long‑term success of the Canadian organization. Core values include a strong focus on people, quality, integrity, collaboration, and continuous improvement.

As the first point of contact for IT support and issues in Canada, the IT Support Administrator plays a key role in keeping our business running smoothly. This position is responsible for providing the day‑to‑day support for the Canadian affiliate with anticipated growth to 30+ end users, including office and field‑based employees. Secondary role will be to provide helpdesk support globally to approximately 600 English speaking users and collaborate with 12+ colleagues in IT. This role will report into the Canadian Head of Finance, with a dotted line report to the Head of Affiliate IT, and will be an onsite extension of the Danish Headquarters’ IT Department (HQ IT) and will work as part of the North American IT Support team. This is an office‑based role reporting to the Director, Finance Canada & Head of Affiliate IT (HQ).

• Provide advanced support for desktops, laptops, printers, mobile devices, peripherals, and meeting room technology.
• Deliver timely resolution of hardware, software, and application issues while maintaining a high level of customer service.
• Support Mobile Device Management (MDM) deployment, configuration, and lifecycle management across Windows and iOS devices.

• Administer and maintain user accounts, group policies, security permissions, and system access in Active Directory and related platforms.
• Ensure operating system updates, software patches, and application deployments are completed consistently and securely.
• Manage and maintain Microsoft 365 services and associated applications.

• Perform basic network troubleshooting and collaborate with HQ IT on network, server, and infrastructure‑related issues.
• Oversee server room operations including racking, cable management, environmental checks, and hardware maintenance.

• Assist with the development and implementation of IT and security policies in coordination with HQ IT.
• Monitor and respond to system alerts, security events, and potential incidents, escalating issues as required.
• Ensure protection of company assets from unauthorized access, disclosure, modification, or destruction.

• Maintain accurate inventory records of all IT equipment, licenses, and software assets.
• Develop and maintain relationships with key technology vendors and service providers.

• Work closely with HQ IT and the wider support team on day‑to‑day operations and ongoing technical projects.
• Participate in IT‑related initiatives, upgrades, and continuous improvement activities.

• Diploma or degree in Computer Science, Information Technology, or a related field (or equivalent experience).

• Minimum 5 years of IT experience in desktop support, help desk, or IT support role; ideally in pharmaceutical/life sciences industry.

• Ability to work in a fast‑paced work environment.
• Expertise in Microsoft Administration (Office 365 and associated applications) and common business applications.
• Proven skills in Windows Desktop and Laptop computer troubleshooting, deployment, and retirement.
• Strong problem‑solving and troubleshooting skills.
• Excellent communication and customer service skills.
• Ability to work independently and as part of a team.
• Knowledge of basic networking concepts (LAN, WAN, Wi‑Fi) is a plus.

• Demonstrate the company’s Values and Way of Working, as well as comply with company policies, procedures, and codes of conduct, all applicable Canadian laws and industry regulations governing pharmaceutical operations, including but not limited to Good Manufacturing Practices (GMP), Good Clinical Practices (GCP), health and safety requirements, ethical standards, data privacy legislation, and any relevant Health Canada guidelines. Maintain the highest standards of integrity, documentation accuracy, and regulatory compliance in all activities.
• Willingness to work flexible shifts in emergencies or planned out‑of‑hour migrations, including nights and weekends (if absolutely needed).
• Requires budgetary responsibilities and discretion with confidential data.
• Languages: English required, French an asset.