Help Desk Technician 1 - Paladin Technologies

Paladin Technologies is a premiere complex systems integrator that designs and deploys sophisticated systems technology in a client-focused approach. Operating in 18 offices across North America, Paladin is a leader in the design, deployment, optimization, management, and maintenance of integrated systems including Security, Audio-Visual, and Data Networking systems. 

Roles & 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, provide end-user training.
• Must be willing to carry a mobile phone and provide occasional after-hours support when needed
• Trains users on 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

• Working knowledge of current communications devices and desktop technologies.
• Basic networking skills and troubleshooting including wired and wireless.
• Basic understanding of Virtual Desktops
• 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.
• 2 years’ experience supporting users in a remote help desk environment preferred.

Demonstrated Professional Competencies

• Detail oriented, organized, able to problem solve, multitask, work effectively under pressure, meet deadlines, and prioritize workload.
• Self-starter and able to take initiative.
• 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.
• Demonstrates fundamental knowledge of Windows operating systems.
• Demonstrates basic knowledge of macOS/iOS and Apple hardware.
• A certification preferred.
• Expertise in standard software applications (Microsoft Word, Excel, PowerPoint, Outlook, etc.

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 order to communicate with colleagues and/or customers; manual dexterity required for occasional reaching, lifting of light office objects, and operating office equipment
• Position is a desk job requiring the use of computer, keyboard, and phone

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
• This is an office-based job

Benefits:
Colleagues and their families are covered by medical, dental, vision, company provided basic life insurance and AD&D and short-term disability, telemedicine & virtual counseling.  Voluntary insurances offered include life insurance and AD&D, short-term disability (buy-up option), long-term disability, accident, critical illness, and hospital indemnity insurance, and HSA & FSA accounts. Colleagues may also enroll in the company’s 401(k) plan.  Colleagues will also receive PTO (paid time off), sick leave, and 7 paid holidays.

PAY: $20-25.00/hour DOE

Company Info:

Paladin Technologies is a premier North American complex systems integrator for building technology solutions, including IP security, alarms & monitoring, audio visual, low-voltage infrastructure, and networking. As a leader in the design, deployment, optimization, management, and maintenance of communication and digital networks, Paladin can meet the needs of clients on a national scale, while providing local support. Our team is the best in the industry, with manufacturer trained technicians, PMP-certified project managers, CTS- and RCDD-certified design engineers, coordinators, and administrative resources.

Paladin has offices coast to coast across the United Stated and Canada, and nearly 1,600 talented and committed professionals dedicated to custom-crafting and installing technology solutions for clients requiring Integrated Security, Network Infrastructure, Audio Visual, Fiber Optics/OSP, Structured Cabling, and more. We are always at the forefront of the changing technology landscape, and through continued training, complex client projects, and company support, we provide our colleagues with exciting challenges and a rewarding career as Paladin continues to grow.

This company considers candidates regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. If you need accommodation for any part of the application process, please send an email or call 858-668-1705 to speak with Human Resources and let us know the nature of your request.

We thank you for your application, however only those selected for an interview will be contacted.

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