IT Helpdesk Support Specialist

Your Opportunity

By joining the Kardium team, you can help make a difference in the lives of millions around the world. We have developed a ground-breaking medical device for the diagnosis and treatment of the most common heart rhythm disorder, atrial fibrillation – which can cause stroke, heart failure, and other heart-related complications.

Kardium’s mission is to deliver the best treatment for atrial fibrillation. To achieve this, we have developed The Globe® Pulsed Field System – a revolutionary solution designed by our world-class technical team. The Globe System offers strong, unique, and customer-valued advantages over other treatments on the market, and leading physicians are already using it and helping to share our story.

We have obtained FDA approval and officially begun the commercial launch of the Globe® Pulsed Field System. This is a pivotal and exciting time in our journey, as we bring this life-changing technology to patients!

Reporting to the Team Lead, IT Service Management, the successful candidate will have the opportunity to be a part of a growing IT team, as we build the systems and processes needed to support our staff and become a public company over the next few years.

Please note, this opportunity is an on-site work arrangement, located in Burnaby, BC. Due to the nature of our manufacturing operations, this role involves a rotating or variable schedule. Evening shifts and weekend coverage are part of the regular responsibilities. Candidates must be prepared to adjust their availability based on operational demands and support schedules. Occasional work on statutory holidays may also be required.

Your Responsibilities Will Include

• Triage and categorize IT support requests (hardware, software, and application issues) via various channels (email, phone, chat, ticketing system).
• Provide first-level troubleshooting for application-related issues, including remote troubleshooting for Level 1 issues when needed, and escalate when necessary.
• Monitor ticket queues to track tickets and prioritize requests based on urgency and ensure SLA compliance.
• Create and update knowledge base articles for common issues and solutions.
• Support IT performance reporting, focusing on service metrics, trends in application-related issues, and overall IT service performance.
• Generate and analyze regular reports on ticket volume, resolution times, and SLA compliance to identify areas for improvement.
• Update users on ticket status, manage expectations for resolution timelines, and provide remote support when required.
• Contribute to the ongoing improvement of helpdesk processes, documentation, and service delivery standards.

What You Bring To The Team

Our Kardium team is smart, creative, and passionate about developing cutting-edge medical devices to help improve people’s lives. We work in a collaborative environment based on trust and respect. We understand that only by working together can we solve what was thought unsolvable.

You are suited to our approach and possess these attributes:

• Proven experience in IT support or helpdesk roles, ideally at a Level 1 capacity, including remote troubleshooting for software and application issues.
• Familiarity with IT service management principles (ITIL) and experience with ticketing systems.
• Strong analytical skills to generate and interpret reports on IT performance, service metrics, and SLA compliance.
• Familiarity with hardware/software installation and configuration.
• Basic knowledge of application troubleshooting, including web-based or enterprise applications.
• Excellent communication skills, both written and verbal, with a customer-focused approach.
• Experience with SQL databases, or equivalent, is nice to have.
• Basic understanding of Manufacturing Execution System (MES) or Enterprise Resource Planning (ERP) concepts is a bonus.
• Proficiency in MS Office and basic reporting tools (e.g., Excel); experience with remote desktop support tools is a plus.

Compensation

Kardium has listed the total cash compensation range (base salary + 5% RRSP contribution) that we expect to pay applicants for this role, as of the time of this posting. Pay offered will be determined based on numerous relevant business and candidate factors including, for example, education, qualifications, certifications, experience, skills, and business or organizational needs. For candidates with more or less experience than listed above, the pay range will be adjusted.

As a permanent employee, you will also participate in Kardium’s stock option plan.

$61,000 - $75,000 (CAD Annually)

Your Benefits & Well-being

Life at Kardium

What makes us a great place to work?

• Our Purpose
• Our People
• Our Culture

At Kardium, we embrace diversity of background, experience, and perspective and we’re committed to inclusion and equity at every level. We encourage applications from all qualified candidates who represent the full diversity of all communities.

We collaborate with Employee Resource Groups (ERGs), as volunteer-led groups who share a common dimension of diversity and come together to provide support, education, and other opportunities across Kardium. Examples of our ERGs include Women ERG, Pride ERG, Race Ethnicity & Cultural Heritage (REACH) ERG, Truth & Reconciliation ERG, Persian Community ERG, Chinese ERG, Barangay Kardium (Filipino) ERG, and Irish ERG.

As part of your application, we encourage you to note if you require an accommodation for the recruitment process (including alternate formats of materials, accessible meeting rooms or other accommodations). There will be an optional section in the application form where you can provide this information to the recruitment team.

And our employees think we are great too – check out Glassdoor to learn more!

Key skills/competency

• IT support
• Helpdesk
• Ticketing systems
• ITIL
• Troubleshooting
• Hardware/Software support
• SLA compliance
• Performance reporting
• Customer service
• Remote support