IT Helpdesk - Provisioner

at  Paladin Security

IT Helpdesk - Provisioner
Our IT Helpdesk Provisioner is primarily responsible for the provisioning and support of IT resources for our organization. In this role, you will be resolving operational and technical support issues for Paladin users across North America, and you will be responsible for receiving, categorizing, and prioritizing incidents and ensuring they are resolved within the agreed Service Level Agreements (SLAs).

REQUIREMENTS:

• Prior work experience in a HelpDesk or similar technical support role
• Strong communication, interpersonal, and customer service skills
• Post-secondary education in a related field
• Demonstrated analytical problem-solving skills necessary to deal with and resolve technical problems
• 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
• Basic computer troubleshooting, in-person and remotely
  Salary: $45,000 - $55,000
  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 3-month probation

• 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
• Deploy, configure, and maintain IT hardware, including desktops, laptops, and peripherals
• Monitor and manage inventory levels to ensure an adequate supply of IT equipment
• 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