IT Helpdesk Technician

Paladin Security; Burnaby; On-site; CAD 55,000 - 60,000; Full time

Job summary

A leading security services provider is seeking an IT Helpdesk Technician (Tier 1) in Burnaby, Canada. This full-time role involves providing operational and technical support, troubleshooting issues, and maintaining systems across North America. The ideal candidate will have over 3 years of helpdesk experience, relevant IT education, and strong customer service skills. The position allows for potential remote work after a probation period. Salary ranges from $55,000 to $60,000.

Benefits

Diverse and inclusive workplace

Commitment to accommodation for disabilities

Qualifications

• 3+ years of work experience in an IT HelpDesk or similar Technical Support environment.
• Demonstrated analytical problem-solving skills necessary to deal with and resolve technical problems.

Responsibilities

• Provide exceptional customer service to end-users and stakeholders.
• Perform troubleshooting and escalate issues as necessary.
• Install, operate, troubleshoot, and maintain computer equipment.
• Document incidents and updates in JIRA Service Management Tool.

Skills

Customer service skills

Analytical problem-solving skills

Communication skills

Education

Post-secondary education in IT

Certifications such as MCSA, A+, or Network+

Tools

Windows 10/11

Windows Server 2016/2019/2022

Active Directory

Office 365

iOS and Android devices

Mobile Device Management systems

Basic networking (routers/switches)

Backup solutions

Job description

Overview

Paladin Security: Making the World a Safer and Friendlier Place because we CARE!
The Paladin Difference starts with our people; 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!

Job Skills / Requirements

Our 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 - $60,000
Location: 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 rotation.

Requirements

• 3+ years of work experience in an IT HelpDesk or similar Technical Support environment.
• Post-secondary education in IT; certifications such as MCSA, A+, or Network+ 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 all of the following:
  • Windows 10/11, Windows Server 2016/2019/2022
  • Active Directory and Office 365
  • iOS and Android devices, Mobile Device Management systems
  • Basic networking (routers/switches)
  • Backup solutions and malware/virus remediation

Application Deadline

December 31, 2025

Additional Information / Benefits

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 candidates that are short listed will be contacted for an interview.

This is a Full-Time position