Help Desk Administrator

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