Senior Help Desk Analyst

Helus Pharma; United States; On-site; USD 90,000 - 130,000; Full time

Job summary

Helus Pharma in the United States is seeking a Senior Helpdesk Analyst to lead advanced technical support across Microsoft 365, Entra ID, Intune, and endpoint management in a regulated biopharmaceutical environment.

You will collaborate with Information Security, Compliance, and HR, govern AI adoption including Microsoft Copilot, and mentor junior IT staff while driving documentation, process improvements, and secure, scalable user experiences.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related discipline.
• Minimum of 5 years of progressive experience in senior IT support or Microsoft 365 administration.
• Experience in regulated industries such as biotechnology, pharmaceutical, healthcare, or life sciences is preferred.
• Experience supporting geographically distributed and remote workforces.
• Experience administering enterprise endpoint management and mobile device management solutions.
• Experience supporting Microsoft Copilot or enterprise generative AI technologies is required.
• Experience with IT service management processes and ticketing platforms.

Responsibilities

• Serve as the senior escalation point for complex technical incidents and service requests.
• Administer and support Microsoft 365 services, including Exchange Online, Teams, SharePoint Online, OneDrive.
• Manage Microsoft Entra ID, including user provisioning, group management, and Conditional Access.
• Administer Microsoft Intune to deploy, configure, and secure endpoints across platforms.
• Configure and maintain device compliance policies and endpoint security baselines.
• Support Defender, MFA, and other Microsoft security technologies to strengthen security posture.
• Troubleshoot complex issues involving identity, email, collaboration platforms, and cloud apps.
• Provide guidance for Microsoft Copilot and approved AI solutions, including onboarding and adoption.
• Educate employees on prompt engineering, AI capabilities, and responsible AI use.
• Assist with AI governance controls, data protection measures, and regulatory compliance related to AI.
• Develop and maintain technical documentation and knowledge base articles.
• Support software deployment, workstation provisioning, and asset inventory processes.
• Monitor service health and adoption metrics; escalate as needed.
• Collaborate with Information Security, HR, and Compliance on governance and risk measures.
• Mentor junior IT staff and automate repetitive tasks with 365 tools and PowerShell.

Skills

M365 Admin

Endpoint Mgmt

PowerShell

AI Governance

Security & Compliance

Education

Bachelor's degree in IT or related field

Tools

PowerShell

Power Automate

Intune

Job description

Helus Pharma (NASDAQ: HELP) is a clinical stage biopharmaceutical company empowering the healing process by turning Novel Serotonergic Agonists ("NSAs") into Breakthroughs in Mental Health.

Founded in 2019, the company operates in Canada, the United States, the United Kingdom, the Netherlands, and Ireland. Helus Pharma is set to transform the mental health treatment landscape with key near-term milestones including its lead program HLP003, which has been granted FDA Breakthrough Therapy Designation, in Phase 3 development for the adjunctive treatment of Major Depressive Disorder, and HLP004 in development for generalized anxiety disorder.

Helus Pharma has a robust pipeline of proprietary NSAs with potential for expansion into additional mental health indications with high unmet need. The company's mission to help minds heal is supported by a strong intellectual property portfolio and a work force that is driven by compassion and the urgent need for better mental health solutions. The Helus Pharma team is working together to build a pathway to make accessible, scalable, and transformative care available to millions of people worldwide.

POSITION PURPOSE

PLEASE NOTE - THIS IS A 12 - MONTH CONTRACT POSITION

The Senior Helpdesk Analyst (Microsoft 365, AI & End User Services) is responsible for delivering advanced technical support and administration across Helus Pharma's modern workplace environment. Reporting to the Director, Information Technology, this role serves as the primary escalation point for complex end-user support issues while ensuring the availability, security, and performance of Microsoft 365 services, endpoint technologies, and collaboration platforms.

This position plays a key role in supporting a globally distributed workforce by administering Microsoft 365, Entra ID, Intune, Exchange Online, Teams, SharePoint Online, and endpoint management solutions across Windows, macOS, iOS, and Android devices. The incumbent partners closely with Information Security, Human Resources, Compliance, and business stakeholders to ensure secure access, effective collaboration, and a consistent employee technology experience.

The role is also responsible for supporting the organization's adoption of Microsoft Copilot and other AI-powered workplace technologies. This includes providing technical guidance, user education, AI governance support, prompt engineering best practices, and ensuring responsible use of AI capabilities in accordance with corporate policies, privacy requirements, and regulatory expectations.

Working within a highly regulated clinical-stage biotechnology environment, the Senior Helpdesk Analyst contributes to operational excellence by maintaining documentation, improving support processes, supporting technology implementations, and ensuring compliance with established IT security and governance standards.

KEY RESPONSIBILITIES

• Serve as the senior escalation point for complex technical incidents and service requests that cannot be resolved through first-line support.
• Administer and support Microsoft 365 services, including Exchange Online, Teams, SharePoint Online, OneDrive, and related collaboration technologies.
• Manage Microsoft Entra ID, including user provisioning, group management, Conditional Access policies, authentication methods, and identity lifecycle administration.
• Administer Microsoft Intune to deploy, configure, secure, and manage Windows, macOS, iOS, and Android endpoints.
• Configure and maintain device compliance policies, application deployments, endpoint security baselines, and mobile device management solutions.
• Support Microsoft Defender security capabilities, multi-factor authentication (MFA), and other Microsoft security technologies to strengthen the organization's security posture.
• Troubleshoot complex issues involving identity management, email, collaboration platforms, endpoint devices, networking, and cloud-based applications.
• Provide technical support and guidance for Microsoft Copilot and approved generative AI solutions, including user onboarding, troubleshooting, and adoption support.
• Educate employees on effective prompt engineering techniques, AI capabilities, security considerations, and responsible use of AI-powered productivity tools.
• Assist with the implementation and administration of AI governance controls, data protection measures, and compliance requirements related to AI technologies.
• Develop and maintain technical documentation, knowledge base articles, standard operating procedures, and user guides.
• Support software deployment, workstation provisioning, hardware lifecycle management, and asset inventory processes.
• Monitor Microsoft 365 service health, licensing, system performance, and user adoption metrics, escalating issues as appropriate.
• Collaborate with Information Security to support vulnerability remediation, access reviews, endpoint protection initiatives, and compliance activities.
• Assist with technology implementation projects, system upgrades, migrations, and rollout of new Microsoft 365 capabilities.
• Partner with Human Resources to support employee onboarding and offboarding activities, ensuring timely provisioning and deprovisioning of user accounts and devices.
• Mentor junior IT support personnel by providing technical guidance, knowledge sharing, and assistance with complex issue resolution.
• Identify opportunities to automate repetitive administrative tasks using Microsoft 365 capabilities, PowerShell, Power Automate, or other approved technologies where appropriate.
• Maintain accurate incident records, service documentation, and configuration information in accordance with IT service management practices.
• Ensure all support activities comply with organizational security policies, privacy requirements, and applicable regulatory standards.

EDUCATION AND EXPERIENCE

Experience

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related discipline; equivalent combination of education and relevant experience will be considered.
• Minimum of 5 years of progressive experience in senior IT support, Microsoft 365 administration, or systems administration.
• Experience supporting Microsoft 365 environments within regulated industries such as biotechnology, pharmaceutical, healthcare, or life sciences is preferred.
• Demonstrated experience supporting geographically distributed and remote workforces.
• Experience administering enterprise endpoint management and mobile device management solutions.
• Experience supporting Microsoft Copilot or enterprise generative AI technologies is required.
• Experience with IT service management processes and ticketing platforms.

Technical Knowledge

• Advanced expertise with Microsoft 365, including Exchange Online, Teams, SharePoint Online, OneDrive, and Microsoft Entra ID.
• Strong experience administering Microsoft Intune and endpoint management across Windows, macOS, iOS, and Android platforms.
• Proficiency with Microsoft Defender, Conditional Access, Multi-Factor Authentication, device compliance policies, and identity and access management.
• Knowledge of Microsoft 365 security, compliance, and governance capabilities.
• Understanding of AI governance, responsible AI practices, prompt engineering, data privacy, and AI security principles.
• Working knowledge of PowerShell automation and Microsoft Power Platform capabilities is preferred.
• Strong troubleshooting skills across cloud services, operating systems, networking, identity services, and endpoint technologies.

Certifications

• Microsoft Certified: Modern Desktop Administrator Associate, Endpoint Administrator Associate, or Microsoft 365 Administrator Associate preferred.
• Microsoft Certified: Identity and Access Administrator Associate preferred.
• Microsoft Copilot or Microsoft AI certifications are considered an asset.
• ITIL Foundation certification is preferred.

Regulatory Knowledge

• Understanding of information security and privacy requirements applicable to regulated life sciences organizations.
• Familiarity with identity governance, access control, and data protection best practices.
• Experience supporting environments operating under GxP principles is considered an asset.