IT Support Specialist - Frontline Helpdesk for 10k Users

PalAmerican Security; Tukwila (WA); On-site; USD 52,000 - 68,000; Full time

Job summary

PalAmerican Security is seeking a thoughtful IT Technician to support nearly 10,000 employees nationwide. You will be the front-line helper for end-users, delivering excellent service while diagnosing and resolving hardware and software issues, including Microsoft 365, across a busy organization.

Responsibilities include configuring devices, provisioning accounts, maintaining records in the ITSM system, and assisting with onboarding/offboarding and IT projects.

Qualifications

• 1–3 years experience in an IT support role.
• Diploma or higher in Information Technology or equivalent is an asset.
• CompTIA A+ certification is an asset.

Responsibilities

• Provide front line support for end-users via phone, email, chat, in-person and ticketing systems.
• Troubleshoot and resolve issues related to desktops, laptops, mobile devices, printers, Microsoft 365 applications, and network connectivity.
• Receive, prioritize, classify, and resolve incidents and service requests in accordance with established service levels.
• Provision and deprovision user accounts, licenses, and access rights across Microsoft 365 and other business applications.
• Configure, deploy, and support desktops, laptops, mobile devices, and peripheral equipment.
• Support onboarding and offboarding activities, ensuring appropriate access and equipment management.
• Maintain accurate records of incidents, requests, assets, and resolutions within the IT Service Management platform.
• Assist with hardware inventory management, device lifecycle tracking, and software asset management.
• Escalate complex issues to senior IT staff, vendors, or appropriate support teams when required.
• Participate in IT projects, system deployments, and other technology initiatives.
• Create and maintain technical documentation, knowledge base articles, and standard operating procedures.
• Provide exceptional customer service while communicating technical concepts clearly to non-technical users.
• Maintain awareness of emerging technologies and continuously expand technical knowledge and skills.
• Other duties as required

Skills

Customer service

Front-line support

Clear communication

Problem solving

Education

Diploma or higher in Information Technology

CompTIA A+ certification (asset)

Tools

Microsoft 365

ITSM platform

Desktop/Laptop hardware

Job description

PalAmerican Security is seeking a thoughtful IT Technician to support nearly 10,000 employees nationwide. You will be the front-line helper for end-users, delivering excellent service while diagnosing and resolving hardware and software issues, including Microsoft 365, across a busy organization.

Responsibilities include configuring devices, provisioning accounts, maintaining records in the ITSM system, and assisting with onboarding/offboarding and IT projects.