Help Desk Administrator

At Glen Dimplex Americas, people drive our success. We design innovative comfort solutions by focusing on customers, caring for people, valuing innovation, and keeping things simple. Our portfolio—Dimplex, Cadet, and Convectair—delivers trusted electric heating, fireplaces, and controls across North America. As part of Glen Dimplex Group, we’re a global leader in electrical heating and comfort technology.

Learn more at: www.glendimplexamericas.com | www.dimplex.com | www.cadetheat.com | www.convectair.ca

Compensation

Base salary: $55,000 – $65,000

Annual Bonus Potential: 3%

Reason for Opening

Existing Vacancy – Yes

Job Summary

Reporting to the I.T. Business Relationship Manager, the Help Desk Administrator is the first point of contact, providing support to end users related to computer software and/or hardware. The Help Desk Administrator provides basic troubleshooting and support, administers system and network access, and deploys computer equipment.

Duties & Responsibilities

• Provide rapid response to plant hardware/software issues halting/slowing manufacturing processes
• Act as a first point of contact and provide basic technical support for end-users’ inquiries related to computer hardware, software and telephone systems
• Troubleshoot routine issues in accordance with protocols and procedures
• Consult technical manuals, supplier documentation, and conduct basic diagnostics as needed
• Deploy computer equipment for staff use, ensuring the proper installation and configuration of all components and software in accordance with established procedures and instructions
• Identify and escalate issues to senior IT staff and vendors as appropriate
• Provide excellent service by performing work in a professional, courteous and timely manner
• Use Helpdesk ticketing system and maintain accurate and complete records
• Maintain an inventory of IT equipment assigned to employees.
• Maintain an inventory of all software installed on PCs and laptops
• Monitor performance of back-ups and server-based batch processes
• Administer system and network access rights and user accounts in accordance with network and security protocols and procedures
• Provide coaching on the basic use of computer hardware and/or software
• Collaborate with other IT staff on assigned projects and issues as required
• Collaborate with other departments in approach to service delivery
• Participate in IT projects as required

Qualifications & Educational Requirements

• Certificate or diploma in Computer Science with a focus on computer systems technology, network administration, or a related field or equivalent experience
• Strong experience using Microsoft Windows and Office products (Word, Excel, Outlook)
• Ability to communicate technical information (written and verbal) to both technical and non-technical users
• Customer-focused mentality; demonstrated customer service skills providing prompt and courteous support
• Excellent organizational skills including strong time management, prioritization, and the ability to manage multiple priorities
• A vertical skillset that encompasses problem identification, analysis, solution definition, results, and communication, with a strong attention to detail
• Ability to work independently, as well as part of a collaborative team approach

Preferred

• Knowledge of:
• Dell PCs and Laptops together with HP Printers
• Cisco switches
• Ubiquiti Wi-Fi solution
• Veeam backup solution manager
• Cloud server applications
• SAP S4 Hana/Fiori
• Cloud based Cisco telephone system
• Zendesk customer support software
• Tanium endpoint management software

Total Rewards

Core Total Rewards

• Fully funded Group Benefits (medical, dental, vision, life insurance, dependent life, AD&D, short term disability, & long-term disability)
• Group RRSP with 100% Employer Match up to 4%
• Freedom to Choose, Consult +, and Telus Pharmacy Group
• Employee Assistance Program
• Workplace Wellness Program
• Support of professional memberships/certifications

Additional Rewards

• Educational Reimbursement Program
• Employee Charitable Donation Program (monetary and product donations)
• Employee Service & Recognition Awards
• Referral Bonus Program
• Summer Fridays
• Employee Engagement Committee initiatives
• Smart casual dress atmosphere
• A unique opportunity to be a key player in a growing global organization
• An innovative fast-paced culture focused on people

Our Values

We Think Customer – we aim to put our customers at the center of everything we do, taking time to understand their needs; creating solutions that meet and exceed their expectations, enhancing everyday moments

We Care About People – we recognize the power of a community with a common purpose; empathizing with others’ point of view and acting with integrity to create a safe and healthy environment

We Value Innovation – we are building a better future day by day; developing innovations that will create quality, consumer-centric, sustainable solutions

We Keep it Simple – we make the complex simple by driving out inefficiencies; which enables us to be agile, responsive and to get the job done

Equal Opportunity

Glen Dimplex Americas is committed to fair and accessible employment practices, including accommodations throughout the recruitment process. If you require accommodation, please let us know and we will work with you to meet your needs.

Please note, Glen Dimplex Americas may use artificial intelligence (AI) tools as part of our interview and recruitment process to assist in screening and evaluating applicants. All information will be handled in accordance with our privacy policies, and any AI-supported assessments are designed to ensure a fair and consistent evaluation for all candidates.

We thank all applicants for their interest in Glen Dimplex Americas; however, only those selected for an interview will be contacted.