Duties and Responsibilities

Responsibilities include but are not limited to:

- 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 in office 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.

📌 IT Helpdesk Administrator (Mississauga)
🏢 Pharma Medica Research
📍 Mississauga