Note: The job is a remote job and is open to candidates in USA. Helus Pharma is a clinical-stage biopharmaceutical company focused on developing novel serotonergic agonists for mental health treatment. The Senior Help Desk Analyst delivers advanced technical support and administration across Microsoft 365, endpoint technologies, collaboration platforms, and AI-powered workplace tools. The role also supports security, governance, documentation, technology implementations, and a globally distributed workforce in a regulated environment.
Responsibilities
- Serve as the senior escalation point for complex technical incidents and service requests that cannot be resolved through first-line support
- Administer and support Microsoft 365 services, including Exchange Online, Teams, SharePoint Online, OneDrive, and related collaboration technologies
- Manage Microsoft Entra ID, including user provisioning, group management, Conditional Access policies, authentication methods, and identity lifecycle administration
- Administer Microsoft Intune to deploy, configure, secure, and manage Windows, macOS, iOS, and Android endpoints
- Configure and maintain device compliance policies, application deployments, endpoint security baselines, and mobile device management solutions
- Support Microsoft Defender security capabilities, multi-factor authentication (MFA), and other Microsoft security technologies to strengthen the organization's security posture
- Troubleshoot complex issues involving identity management, email, collaboration platforms, endpoint devices, networking, and cloud-based applications
- Provide technical support and guidance for Microsoft Copilot and approved generative AI solutions, including user onboarding, troubleshooting, and adoption support
- Educate employees on effective prompt engineering techniques, AI capabilities, security considerations, and responsible use of AI-powered productivity tools
- Assist with the implementation and administration of AI governance controls, data protection measures, and compliance requirements related to AI technologies
- Develop and maintain technical documentation, knowledge base articles, standard operating procedures, and user guides
- Support software deployment, workstation provisioning, hardware lifecycle management, and asset inventory processes
- Monitor Microsoft 365 service health, licensing, system performance, and user adoption metrics, escalating issues as appropriate
- Collaborate with Information Security to support vulnerability remediation, access reviews, endpoint protection initiatives, and compliance activities
- Assist with technology implementation projects, system upgrades, migrations, and rollout of new Microsoft 365 capabilities
- Partner with Human Resources to support employee onboarding and offboarding activities, ensuring timely provisioning and deprovisioning of user accounts and devices
- Mentor junior IT support personnel by providing technical guidance, knowledge sharing, and assistance with complex issue resolution
- Identify opportunities to automate repetitive administrative tasks using Microsoft 365 capabilities, PowerShell, Power Automate, or other approved technologies where appropriate
- Maintain accurate incident records, service documentation, and configuration information in accordance with IT service management practices
- Ensure all support activities comply with organizational security policies, privacy requirements, and applicable regulatory standards
Skills
- Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related discipline; equivalent combination of education and relevant experience will be considered
- Minimum of 5 years of progressive experience in senior IT support, Microsoft 365 administration, or systems administration
- Demonstrated experience supporting geographically distributed and remote workforces
- Experience administering enterprise endpoint management and mobile device management solutions
- Experience supporting Microsoft Copilot or enterprise generative AI technologies is required
- Experience with IT service management processes and ticketing platforms
- Advanced expertise with Microsoft 365, including Exchange Online, Teams, SharePoint Online, OneDrive, and Microsoft Entra ID
- Strong experience administering Microsoft Intune and endpoint management across Windows, macOS, iOS, and Android platforms
- Proficiency with Microsoft Defender, Conditional Access, Multi-Factor Authentication, device compliance policies, and identity and access management
- Knowledge of Microsoft 365 security, compliance, and governance capabilities
- Understanding of AI governance, responsible AI practices, prompt engineering, data privacy, and AI security principles
- Strong troubleshooting skills across cloud services, operating systems, networking, identity services, and endpoint technologies
- Understanding of information security and privacy requirements applicable to regulated life sciences organizations
- Familiarity with identity governance, access control, and data protection best practices
- Experience supporting Microsoft 365 environments within regulated industries such as biotechnology, pharmaceutical, healthcare, or life sciences is preferred
- Working knowledge of PowerShell automation and Microsoft Power Platform capabilities is preferred
- Microsoft Certified: Modern Desktop Administrator Associate, Endpoint Administrator Associate, or Microsoft 365 Administrator Associate preferred
- Microsoft Certified: Identity and Access Administrator Associate preferred
- ITIL Foundation certification is preferred
Company Overview