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Added 14 mins ago
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Customer Relations & Comment Management Program Manager Job Description:
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Customer Relations & Comment Management Program Manager Job Description:
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Glen Dimplex Americas

Help Desk Administrator

Cambridge, ON, Canada

Pay: Base salary: $55,000 – $65,000
Posting language: English
Posted: Sep 29, 2026

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Original job description

About Us

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.

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More about this job

Responsibilities

The Help Desk Administrator serves as the primary point of contact for end-user technical support, troubleshooting hardware and software issues while managing system access. They are also responsible for deploying IT equipment, maintaining inventory records, and escalating complex issues to senior staff.

Requirements

Candidates must possess a certificate or diploma in Computer Science or a related field, along with strong experience in Microsoft Windows and Office environments. Excellent communication, organizational, and customer service skills are required to effectively support both technical and non-technical users.

Skills

Technical support
Hardware troubleshooting
Software troubleshooting
Network administration
Help desk ticketing
Inventory management
System access administration
Microsoft Windows
Microsoft Office
Dell hardware
HP printers
Cisco switches
Ubiquiti Wi-Fi
Veeam backup
Customer service
Time management

Benefits

Medical insurance
Dental insurance
Vision insurance
Life insurance
Short term disability
Long term disability
Group RRSP
Employee assistance program
Workplace wellness program
Educational reimbursement program
Referral bonus program

Visa sponsorship

Not detected in the job text

Keywords

Help Desk
IT Support
Hardware
Software
Network Administration
Troubleshooting
Microsoft Windows
Microsoft Office
Dell
HP Printers
Cisco
Ubiquiti
Veeam
SAP S4 Hana
Zendesk
Tanium
Inventory Management
System Access
Technical Support
Manufacturing
Diagnostics
Back-ups
Server-based processes
Customer Service
Time Management
Communication
Computer Systems Technology
Cloud Server
Endpoint Management
IT Projects

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