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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 skilled IT Helpdesk Technician to provide technical support to our teams across North America. As a key member of our IT team, you will be responsible for maintaining, monitoring, and supporting current and new desktop/laptop deployments, as well as performing periodic system audits to ensure compliance and availability.

Key Responsibilities

  • Provide exceptional customer service to end-users, internal stakeholders, vendors, and other entities.
  • Perform basic troubleshooting and diagnose issues prior to escalating to the systems support specialist during business hours.
  • Follow ITIL Incident Management principles to receive, categorize, prioritize, and resolve incidents within agreed SLAs.
  • Install, operate, troubleshoot, and maintain computer equipment and software applications.
  • Install, test, order, and configure new workstations and hardware.
  • Ensure all incidents, notes, and updates are documented in a timely manner within the JIRA Service Management Tool.
  • Participate in the after-hours on-call rotation.

Requirements

  • 1-3 years of work 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 would be considered an asset.
  • Strong communication, interpersonal, and customer service skills.
  • Demonstrated analytical problem-solving skills necessary to deal with and resolve technical problems.
  • 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 per year.

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