IT Operations Help Desk I at Paladin… · Vancouver

IT Operations Help Desk 1 position is responsible for providing level 1 technical support to internal colleagues troubleshooting issues with endpoint computing systems, AV systems, software, and logons. Responsibilities also include establishing and maintaining new user accounts along with provisioning and maintaining endpoint systems.  

GENERAL ACCOUNTABILITIES

• Work in compliance with the Company’s policies and procedures including safety manual, with safety of self and others in mind always.
• Available to work outside of, or in addition to, normal business hours.
• Maintain and protect assigned company assets.
• Represent Company in a business-like professional manner in both conduct and appearance, to maximize client satisfaction. 

RESPONSIBILITIES:

• Provide support and troubleshooting of IT and AV systems for end-users, including executives.
• Maintaining help desk ticket queues to ensure proper routing and resolution of issues.
• Escalation to level 2 or 3 staff as situations require more specialized skill sets.
• Configure desktop hardware, software, and peripherals.
• Writes documentation and guides as necessary, provides end-user training.
• Must be willing to carry a mobile phone and provide after hours on-call support occasionally.
• Trains users in systems operations and procedures, as needed.
• Maintain a positive working relationship with business lines and other departments.
• Provide global support using remote connectivity technologies.
• Endpoint and mobile device provisioning using Microsoft Intune, including logistics and shipping to colleagues.

REQUIRED QUALIFICATIONS

• Demonstrates fundamental knowledge of Windows operating systems.
• Demonstrates fundamental knowledge of mobile operating systems (Android/iOS) and hardware.
• Working knowledge of current communications devices and desktop technologies.
• Basic networking skills and troubleshooting including wired and wireless.
• Basic understanding of Virtual Desktops
• Expertise in standard software applications (Microsoft Word, Excel, PowerPoint, Outlook, etc.).
• Printer device and queue management
• Active Directory password and group membership management
• Basic knowledge and experience of Office 365 and related cloud solutions
• Ability to manage multiple projects, activities, and tasks simultaneously.
• Highly developed verbal and written communications.
• A+ certification preferred.

PREFERRED QUALIFICATIONS:

• Basic network knowledge.
• IT training and certification preferred.
• Communication and Presentation Skills: Excellent written and verbal communication skills, with the ability to present complex GRC issues and strategies clearly to various stakeholders.
• Ability to manage multiple projects, activities and tasks while working under deadlines and time constraints.
• Computer efficiency in standard business software (Microsoft Office, etc.).
• Willingness to learn and be self-motivated.
• Ability to solve practical and complex problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to write reports and routine business correspondence.
• Ability to effectively present information and respond to questions from colleagues in person, on the phone or via video conference.

PROFESSIONAL COMPETENCIES

• Ability to work independently and in a team environment in a hands-on management capacity while leading team members in multiple locations.
• Excellent organizational skills and attention to detail, highly driven and self-motivated.
• Strong analytical and problem-solving skills.
• Proficient with Microsoft Office Suite or related software.
• Articulate with excellent verbal and written communication skills, in English.
• Ability to solve practical and complex problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to effectively present information and respond to questions from colleagues in a fashion that supports our culture of teamwork. 
• Ability to manage multiple projects, activities, and tasks simultaneously.

PHYSICAL DEMANDS:
In general, the following physical demands are representative of those that must be met by an employee to successfully perform the essential functions of the job. 

• Must be able to effectively communicate, (i.e. see, hear, speak and write clearly), in English, in order to communicate with colleagues and/or customers.
• Manual dexterity required for occasional reaching, lifting of light office objects, and operating office equipment.
• Prolonged periods of sitting at a desk and working on a computer.

WORKING CONDITIONS:
In general, the following conditions of the work environment are representative of those that an employee encounters while performing the essential functions of this job. 

• The office is clean, orderly, properly lighted, and ventilated.  Noise levels are considered low to moderate.
• In person collaboration is expected with a hybrid work schedule as mutually agreed upon following successful onboarding. Position is eligible to be in any Paladin Technologies office location based on the current needs of IT Operations department. 
• Frequent participation in live online meetings requiring the use of video and audio. 

PAY RANGE: $20.00 - $26.00 (DOE)