IT Helpdesk Technician

4 days ago

Burnaby, Canada Paladin Security Full time

IT Helpdesk TechnicianOur IT Helpdesk Technician (Tier 1) will provide operational and technical support to Paladin teams across North America.  In this role, you will maintain, monitor, and support current and new desktop / laptop deployment and perform periodic system audits to assure compliance and availability. You will also be working with remote access tools, maintain and manage backups, and work with users at Paladin’s multiple remote locations. This role is an exciting opportunity to gain experience working within a large organization and delivering high-profile corporate IT projects for Canada’s largest full service security provider.Salary: $55,000 - $60,000Location: This position will be based in our Burnaby office full-time to start, with the possibility to work-from-home one day per week after successful completion of 3-month probation.Responsibilities:Provide exceptional customer service to end-users, internal stakeholders, vendors, and any other entities that you will deal with on a day-to-day basis. Performs basic troubleshooting and diagnoses prior to escalating to the systems support specialist during business hours. Follow ITIL Incident management principles to receive, categorize, prioritize, and resolve incidents within the agreed SLAs. Install, operate, troubleshoot, and maintain computer equipment and software applications.  Install, test, order, and configure new workstations and hardware.  Personnel on-boarding and off-boarding, including assigning the right licenses, software, and provisioning 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 rotationRequirements:3+ years of work experience in an IT HelpDesk or similar Technical Support environmentPost-secondary education in IT; certifications such as MCSA, A+, or Network+ would be considered an assetStrong communication, interpersonal, and customer service skillsDemonstrated analytical problem-solving skills necessary to deal with and resolve technical problemsExperience with all of the following:Windows 10/11, Windows Server 2016/2019/2022Active Directory and Office 365iOS and Android devices, Mobile Device Management systemsBasic networking (routers/switches)Backup solutions and malware/virus remediationApplication Deadline: December 31, 2025#CE100

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