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IT Support Specialist

2 months ago

Burnaby, British Columbia, Canada Paladin Security Full time

Job Overview

Paladin Security is seeking a highly skilled IT Helpdesk Technician to join our team. As a key member of our IT department, you will provide technical support to our teams across North America, ensuring seamless operations and exceptional customer service.

Key Responsibilities:

  • Provide top-notch customer service to end-users, internal stakeholders, vendors, and other entities.
  • Perform basic troubleshooting and diagnose issues before escalating to senior support specialists.
  • Follow ITIL Incident Management principles to receive, categorize, prioritize, and resolve incidents within agreed Service Level Agreements (SLAs).
  • Install, operate, troubleshoot, and maintain computer equipment and software applications.
  • Install, test, order, and configure new workstations and hardware.
  • Ensure personnel on-boarding and off-boarding, including assigning licenses, software, and provisioning hardware.
  • Document all incidents, notes, and updates in a timely manner using JIRA Service Management Tool.
  • Participate in after-hours on-call rotation.

Requirements:

  • 1-3 years of experience in an IT Helpdesk or similar Technical Support environment.
  • Diploma or equivalent work experience in a related field or industry.
  • Current MCSA, A+, and Network+ certification is considered an asset.
  • Strong communication, interpersonal, and customer service skills.
  • Demonstrated analytical problem-solving skills to resolve technical issues.
  • Experience with Windows 10/11, Mac iOS, Active Directory and Azure Entrai, OS and Android operating systems, device management, Microsoft Office 365 applications, minor cybersecurity incidents, basic networking, and basic computer troubleshooting.

Compensation: $50,000 - $60,000

This full-time position will be based in our Burnaby office, with the possibility to transition to a hybrid role after successful completion of a 3-month probation period.