IT Technician

PalAmerican Security; Denver (CO); On-site; USD 55,000 - 75,000; Full time

Job summary

PalAmerican Security is seeking a thoughtful IT Technician to support nearly 10,000 employees nationwide. You will deliver excellent customer service while resolving end-user issues, managing incidents, and provisioning access in Microsoft 365.

The role emphasizes front-line response, prioritization, and timely resolution, with opportunities to grow within PalAmerican's award-winning culture that values people and collaboration.

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.
• Escalate complex issues to senior IT staff, vendors, or appropriate support teams when required.

Skills

Customer service

End-user support

Windows/ desktops

Microsoft 365

Ticketing systems

Education

Diploma in Information Technology

CompTIA A+ certification

Tools

ITSM platform

Job description

PalAmerican Security is looking for a thoughtful, empathetic IT Technician to help support nearly 10,000 employees across the United States. As an IT 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 PalAmerican we have an award-winning culture that believes in promoting from within, respecting people and their differences, providing high-quality service, and having fun. If you think you have what it takes to join our team,

Detailed Duties/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

Education and Experience:

• 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.
• Equivalent combinations of education and practical experience will be considered.

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.

THE PALAMERICAN DIFFERENCE

With our depth of knowledge, our focus on innovation and our never-ending desire for self-improvement, PalAmerican is your best choice when looking for a dedicated security partner committed to exceeding your highest expectations.

SECURITY SERVICES FROM THE INDUSTRY'S TOP EXPERTS

Our mission is to provide our clients with the finest security services and products that enable them to run their operations with minimal effort, backed up with a strong commitment to our people.

PalAmerican seeks to create and maintain an environment where every employee is rewarded according to their contribution and well supported by our company training.