The 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, provide support to our suite of business applications used by our staff, and perform periodic system audits to assure compliance and availability. You will also be working with remote access tools 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.
Detailed Duties/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, and where possible, first touch resolution 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, peripherals, mobilie phones and required software across Canadian operations
• Personnel on-boarding and off-boarding, including assigning the right licenses are assigned and delivery of equipment is scheduled to maximize staff efficiency
• Ensure all incidents, notes, and updates are documented in a timely manner within the JIRA Service Management Tool, and resolution details are documented in our knowledgebase Confluence
• Participate in the after-hours on-call rotation
Required Skills/Abilities:
• Ability to work under pressure of deadlines and a staff with dependency on IT assets working as required, when required
• Ability to self-manage their time and activities f looking at the ticket queue and taking tickets by priority and by age without having to be reminded
• Diploma or equivalent work experience in a related field or industry
• Current MCSA, A+ and Network+ certification 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
Education and Experience:
• 1 to 3 years of work experience in an IT Helpdesk or similar Technical Support environment
• Familiarity with modern Windows operating systems
• Familiarity with modern macOS operating systems
• Experience with the following:
Active Directory and Azure Entra
iOS and Android operating systems
Device management
Microsoft Office 365 applications
Knowledge and understanding of ERP system components and Android mobile device management would be an asset
Understanding of IP Telephony (Five 9s) considered an asset
Minor cybersecurity incidents
Basic networking
Basic remote computer troubleshooting
Experience in an MSP environment is a plus, but not required
Hands‑on personal experience (such as home labs or independent learning) welcomed
Prior IT support or customer‑facing technical experience preferred
Equivalent practical experience considered in lieu of formal education
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.