Intermediate IT Service Desk Analyst

Scope: Eupraxia Pharmaceuticals is seeking a customer-focused full-time Intermediate onsite IT Service Desk Analyst to join our growing team in Vancouver. As a frontline technical support specialist, you will provide exceptional Tier 1 and Tier 2 support to our internal employees and contractors. Operating in a Cloud-First environment, you will play a key role in maintaining smooth IT operations, managing core productivity tools, resolving hardware/software issues, and ensuring an outstanding user support experience. This is an ideal role for an IT professional who pairs strong technical troubleshooting with top-tier written and verbal communication. Reports to: Head of Information Technology Location: Vancouver, BC Candidates must be able to work full-time onsite at our Vancouver office, Monday to Friday. Key Responsibilities: • Act as the primary point of contact for technical assistance, delivering timely, efficient Tier 1 and Tier 2 support onsite. • Troubleshoot, classify, prioritize, and resolve incident tickets and service requests following ITIL best practices and established SLAs. • Administer user accounts, permissions, and service health within Microsoft 365 (Exchange, Teams, SharePoint, OneDrive, Entra ID). • Deploy, configure, and troubleshoot corporate devices. Primary environment is Windows 11 and secondary support for macOS. • Perform basic network troubleshooting (connectivity, VPN, Wi-Fi, DNS/DHCP). Assist with identity management, endpoint protection, and security compliance protocols. • Provide support for MS Teams and Zoom meetings and Teams Meeting Room equipment. • Author and update technical Knowledgebase (KB) articles for both internal IT use and end-user self-service. Draft and publish clear, professional user-facing communications for system outages, maintenance, software updates, and IT policy changes. • Provision hardware, software licenses, and access credentials for new hires and contractors; ensure timely provisioning and deprovisioning services. • Plan and manage hardware and software inventory to maintain adequate stock, minimize service disruptions caused by supply chain delays, and control inventory costs. Required Qualifications & Experience: • 3+ years of progressive IT service desk or technical support experience in an enterprise or mid-market environment. Experience managing a support queue using IT service management (ITSM) tools is required; Freshdesk experience is preferred. • Post-secondary diploma or degree in Computer Science, Information Technology, or a related field. Completed or substantially completed ITIL v3/v4 Foundation certification. • Hands-on experience administering M365 accounts, license assignment, group management, and application troubleshooting. • Experience supporting MS Teams and Zoom meetings, including troubleshooting and configuration of Teams Meeting Room equipment. • Solid understanding of core networking concepts (TCP/IP, DNS, DHCP, VPN, VLANs, Wi-Fi). • Exceptional written and verbal English skills, with a proven track record of writing clear end-user communications, KB articles, and change notifications. • Ability to work full-time onsite at our Vancouver office, Monday to Friday. • Proficiency in supporting and troubleshooting Windows 11. Experience supporting macOS is considered an asset. • Knowledge of endpoint security agents (EDR/MDR), Multi-Factor Authentication (MFA), conditional access, email security, and device encryption (BitLocker/FileVault). • Prior experience supporting IT operations in biotechnology, pharmaceuticals, clinical research, or medical device sectors is considered an asset. Key Competencies & Soft Skills: • Customer first mindset and passionate about providing a consistent outstanding service experience to user community. • Strong analytical thinking with the ability to diagnose root causes systematically under pressure. • Thrives in a dynamic, fast-growing company culture and comfortable navigating evolving workflows. Starting Salary Range: $80,000 to $95,000 based on level of experience, qualifications and internal equity.