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 - 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.
Please note, this opportunity is an onsite work arrangement, located in Burnaby, BC.
Meaningful work you will be a part of
**Your responsibilities will include**:

- 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.
- 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**:

- 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.
- 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
As a permanent employee, you will also participate in Kardium’s stock option plan.
- $61,000 - $75,000 (CAD Annually)

Your Benefits & Well-being
The total cash we’ve listed for this position includes a base salary, plus a contribution to a Registered Retirement Savings plans (RRSP) to help support your financial goals.
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.
Life at Kardium
What makes us a great place to work?
1. Our Purpose
2. Our People
3. Our Culture
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.
And our employees think we are great too - check out Glassdoor to learn more