IT Helpdesk Specialist

2 weeks ago

Burnaby, British Columbia, Canada Paladin Security Full time

Job Summary:

The IT Helpdesk Provisioner is a critical role within Paladin Security, responsible for the provisioning and support of IT resources. This position requires a highly skilled and customer-focused individual to resolve operational and technical support issues for users across North America.

Key Responsibilities:

  • Customer Service: Provide exceptional support to end-users, internal stakeholders, vendors, and other entities, ensuring timely and effective resolution of incidents.
  • IT Hardware Management: Deploy, configure, and maintain IT hardware, including desktops, laptops, and peripherals, to ensure optimal performance and availability.
  • Inventory Management: Monitor and manage inventory levels to ensure an adequate supply of IT equipment, minimizing downtime and delays.
  • Technical Support: Install, operate, troubleshoot, and maintain computer equipment and software applications, ensuring seamless functionality and minimal disruptions.
  • Incident Documentation: Ensure all incidents, notes, and updates are documented in a timely manner within the JIRA Service Management Tool, maintaining accurate records and facilitating efficient issue resolution.
  • On-Call Rotation: Participate in the after-hours on-call rotation, providing 24/7 support to ensure business continuity and minimize disruptions.

Requirements:

  • Technical Expertise: Prior work experience in a HelpDesk or similar technical support role, with comprehensive knowledge of Windows 10/11, Mac iOS, Active Directory and Azure Entra, iOS and Android operating systems, device management, Microsoft Office 365 applications, minor cybersecurity incidents, basic networking, and basic computer troubleshooting.
  • Communication Skills: Strong communication, interpersonal, and customer service skills, with the ability to effectively interact with diverse stakeholders and resolve complex technical issues.
  • Education: Post-secondary education in a related field, such as computer science, information technology, or a related discipline.
  • Problem-Solving Skills: Demonstrated analytical problem-solving skills necessary to deal with and resolve technical problems, with a focus on efficiency, effectiveness, and customer satisfaction.

Compensation: The salary range for this position is $45,000 - $55,000, with the possibility to move to a hybrid role after successful completion of a 3-month probation period.

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