Job Description

IT Helpdesk Technician
OVERVIEW:
Paladin Security Group is looking for a thoughtful, empathetic IT Helpdesk Technician to help support approximately 18,000 employees across Canada and the US. As an IT Helpdesk Technician, you will be providing exceptional customer service while resolving technical issues for end-users. You will be responsible for front-line response to requests for support, prioritizing them, and ensuring they are resolved in a timely manner. At Paladin we have an award-winning culture that believes in promoting from within, respecting people and their differences, providing high quality service, and always having fun. If you think you have what it takes to join our team, apply now.
KEY ACCOUNTABILITIES:

• 
  Provide front line support for end-users, answering inquiries and troubleshooting technical problems.
• Follow ITIL incident management principles to receive, prioritize, and resolve incidents in a timely manner.
• Ensure all incidents are accurately logged, tracked, and documented using our JIRA Service Management portal.
• Provide timely and regular updates to end-users on the progress of their incidents and ensure they are satisfied with the outcome.
• Install, operate, troubleshoot, and maintain computer equipment and software applications.
• Install, test, and configure new workstations.
• Contribute to the creation and maintenance of the IT knowledge base, ensuring it is accurate and up to date.
• Participate in continual learning and complete one technical certification per year at Paladin\xe2\x80\x99s expense to enhance your knowledge and skills.

QUALIFICATIONS: Education and Experience

• 1 year experience in an IT support role
• Diploma or higher in Information Technology or equivalent is an asset.
• CompTIA A+ certification is an asset.
• Experience in building/modifying personal computers.
• Experience working with any of the following:

a. Windows 10/11, Windows Server 2012 or higher b. JIRA Service Management/Confluence c. Azure Active Directory (hybrid) d. Blackberry Enterprise Server e. Microsoft Intune f. Administration of Office365 g. Administration of MITEL or Microsoft TEAMS Phones
Paladin Security: Making the World a Safer and Friendlier Place because we CARE!
Do you have superior customer service skills and a passion for helping people? Are you able to think quickly on your feet and defuse difficult situations? Your track record of handling a great deal of responsibility combined with your varied life experience and enthusiasm for a job well done make you an ideal candidate for our team! The Paladin Difference starts with our officers; we\'re the best because we hire the best. We believe in promoting from within, respecting people and their differences, providing high quality service and always having fun! If you think you have what it takes to join our team, we want to meet you!
Paladin Security has a diverse workforce. We believe in and are committed to a workplace culture of respect, inclusion, and diversity. Paladin Security is committed to providing accommodations for people with disabilities through the interview process and while employed. If you require an accommodation during the interview process, please let us know and we will work with you to meet your needs. We thank all applicants for their interest; however, only those applicants that are short listed will be contacted for an interview.