Help Desk Administrator

at  Inland Technologies Canada Incorporated

Help Desk Administrator
The members of the Inland Group of Companies (IDS, Inland Technologies and Quantem Aviation Services) are highly experienced in aircraft de-icing, environmental management, aircraft fueling, ground handling and pretty much any other aviation support service you can think of. We operate at over 50 airports in three countries.

Our employees receive the following, based on eligibility requirements:

• Insurance - health, dental, life, AD&D and LTD
• Pension plan with employer match
• Employee Assistance Program
• Employee discounts
• Competitive wages
• Flexible schedule
• Advancement opportunities
• On the job training
• $300 referral bonuses - unlimited

Position Overview:
The Help Desk Administrator will be responsible and accountable for responding to end user requests for
technical assistance by phone, email and ticketing system.

Essential Duties and Responsibilities (Including but not limited to):

• Provide helpdesk support and resolve problems to the end user’s satisfaction;
• Troubleshoot and resolve basic computer, application, system, device, access or performance issues;
• Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority;
• Utilize and maintain the helpdesk tracking software;
• Utilize product information or solution database to research, troubleshoot, and deliver solutions;
• Advise users on the methods, steps and actions to resolve and avoid future issues and provide

documentation as needed;

• Escalate problems to appropriate levels or team members to achieve issue resolution;
• May support installs or upgrades of software or devices, set up user profiles, or re-set passwords;
• Perform/complete other additional projects, duties, and assignments as required and/or by request.

Required Skills and Experience:

• Completion of a relevant IT program;
• Ability to set up, configure and troubleshoot personal computer hardware and Windows software;
• Knowledge of Microsoft Active Directory;
• Knowledge of basic network troubleshooting.

• Provide helpdesk support and resolve problems to the end user’s satisfaction;
• Troubleshoot and resolve basic computer, application, system, device, access or performance issues;
• Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority;
• Utilize and maintain the helpdesk tracking software;
• Utilize product information or solution database to research, troubleshoot, and deliver solutions;
• Advise users on the methods, steps and actions to resolve and avoid future issues and provid