About Us
Focused on leading the transition to a sustainable future, Glen Dimplex Americas is enhancing the moments that matter in life with a commitment to delivering the best design and efficiency in the areas of temperature control and comfort creation. With operation throughout North America the success of the Glen Dimplex Americas organization is a testament to the strength of our people and investment in innovation and technology.
Our portfolio of industry recognized brands includes Dimplex, Cadet and Convectair. Together these brands provide complete product offerings in the residential and commercial comfort categories, ranging from electric heaters, to fireplaces and controls.
Glen Dimplex Americas is a division of the Glen Dimplex Group - the world's largest manufacturer of electrical heating, which holds significant global market positions in domestic appliances, heating, cooling, ventilation, and renewable energy solutions. Headquartered in Dublin, Ireland the Glen Dimplex Group privately owns over 40 brands with operations in 80 countries.
The Opportunity
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.
In this role you will:
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
What You Need
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
What We Offer
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
3 Weeks Vacation Immediately
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
How to Apply
Our team members include people like you: enthusiastic, innovative, motivated and creative. If you are interested in joining our team or learning more about this opportunity, please apply now. Glen Dimplex Americas offers a competitive total rewards package, and we are continually striving to attract and retain the best talent available, building ongoing success for both our organization and our employees!
Glen Dimplex Americas is committed to fair and accessible employment practices.
We thank all applicants for their interest in Glen Dimplex Americas, however, only those selected for an interview will be contacted.
