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 cooperative 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

📌 Help Desk Administrator (Cambridge)
🏢 Glen Dimplex Americas
📍 Cambridge