IT Technician

Pal American 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 Pal American 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,

• 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

• 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.

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

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

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.

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