Duties and Responsibilities
Responsibilities include but are not limited to:
1. Manage the Help Desk as the primary point of contact for all IT support inquiries, providing
initial troubleshooting and assistance.
2. Provide support for hardware, peripherals, and network access.
3. Assist users with office productivity applications and other assigned software, offering
guidance and troubleshooting as needed.
4. Research various problems to provide appropriate responses to end users, be able to do basic
troubleshooting and assist users through simple procedures.
5. 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.
6. Administer computer accounts, manage user access, and handle password-related issues to
maintain security and functionality.
7. Manage the inventory of IT assets, including hardware, software, and licenses, and handle
requisitions, purchase orders, and asset tagging.
8. Generate requisitions, purchase orders, receiving, and asset tags, forwarding all appropriate
information to the accounts payable office.
9. Provide on-site 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.
10. Develop, document, and maintain Standard Operating Procedures (SOPs) and IT processes,
ensuring consistency and regulatory compliance.
11. Manage and support Office 365 environments, including email, collaboration tools, and user
accounts, ensuring secure and efficient communication within the organization.
12. Administer Microsoft Intune for device management, ensuring all endpoints are secure and
compliant with organizational policies.
13. Manage SharePoint sites, including permissions, site creation, and content management,
ensuring that research teams have secure and efficient access to necessary resources.
14. Other duties as required.
IT Helpdesk Administrator • Mississauga, Ontario, Canada
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