IT Helpdesk Support Specialist

IT Helpdesk Support Specialist (On-site)

Kardium Inc., 155-8518 Glenlyon Parkway, Burnaby, British Columbia, Canada

Job Description

Posted Friday, October 17, 2025 at 10:00 a.m.

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 – we have a fantastic technical team that has developed a product with strong, unique, and customer‑valued differentiators versus other solutions on the market. We have built connections with key opinion leaders who are already using the Globe System and are helping to tell our story. We have now completed our pivotal clinical study and our focus is on regulatory approvals and commercial launch. This is an exciting and significant milestone in our journey to bring this ground‑breaking 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.

Meaningful work you will be a part of

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 escape 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

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)

- Comprehensive medical & dental coverage for all permanent employees – effective as of Day 1, with no waiting period.

- Work‑day flexibility – additionally, we provide 3 personal days per year.

- Support for you (and your dependents) overall well‑being.

- Family building – we provide top‑up for both maternity leave & adoptive leave. Employees can also enroll in benefit coverage for fertility drug treatment.

- Career progression and learning support.

- Professional membership support.

We encourage applications from all qualified candidates who represent the full diversity of all communities.

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