Intermediate IT Service Desk Analyst

About Us:

Eupraxia is a clinical-stage biotechnology company focused on developing locally delivered, extended-release products that have the potential to address therapeutic areas with high unmet medical need. Diffusphere™, a proprietary, polymer-based micro-sphere technology, is designed to facilitate targeted drug delivery of both existing and novel drugs. The technology is designed to support an extended duration of effect and delivery of drugs in a hyper-localized fashion, targeting only the tissues that physicians want to treat. We believe the potential for fewer adverse events may be achieved through the precision targeting and the stable and flat delivery of the active ingredient when using the Diffusphere™ technology, versus the peaks and troughs seen with more traditional drug delivery methods. The precision of Eupraxia's Diffusphere™ technology platform has the potential to augment and transform existing FDA-approved drugs to improve their safety, tolerability, efficacy and duration of effect. The potential uses in therapeutic areas may go beyond pain and inflammatory gastrointestinal disease, where Eupraxia currently is developing advanced treatments, also to be applicable in oncology, infectious disease and other critical disease areas.

Eupraxia's EP-104GI is currently running both a Phase 1b/2a and Phase 2b trial, the RESOLVE trials, for the treatment of EoE. EP-104GI is administered as an injection into the esophageal wall, providing local delivery of drug. This is a unique treatment approach for EoE. In addition, Eupraxia is developing a pipeline of later and earlier-stage long-acting formulations. Potential pipeline indications include candidates for GI diseases, inflammatory diseases and oncology, each designed to improve on the activity and tolerability of currently approved drugs. For further details about Eupraxia, please visit the Company's website at: www.eupraxiapharma.com.

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.