IM/IT Service Desk Coordinator

Heliene•Mountain Iron, MN

8h•$55,000 - $75,000•Onsite

About The Position

Reporting to the IMIT Director, the IT Service Desk Coordinator is responsible for providing technical support to end users, specifically our manufacturing operations, and maintaining the relationship with external Third-Party IT vendors. Working closely with our external Third-Party IT support vendors, they respond to incoming requests for IT support and help remedy IT issues including network, infrastructure, hardware and software tickets, as required. They are also responsible for performing technical maintenance and software installations and updates. This position is full-time on-site in Mountain Iron, MN, providing in-person IT support, including managing asset inventory, production line IT needs, and partnering with both the Human Resources team for onboarding/offboarding employees, as well as the Site Administrative Assistant to support any technical needs. The successful candidate must be a strong communicator, self-motivator, with excellent customer service skills, and who is also very technically proficient.

Requirements

A bachelor's degree in computer science or information technology with at least three years of experience in a related position or an equivalent combination of education, training and experience.
Proven experience in a Help Desk Support setting
Working knowledge of help desk software, databases and remote control
Advance troubleshooting skills
Strong organizational skills and inventory management experience
Ability to multi-task
Strong written and verbal communication skills
Must complete record check and drug screening prior to employment

Responsibilities

Respond to IT support requests over the phone, via email and in person.
Prioritize IT support that affect manufacturing
Download, install and configure software to meet end user requirements.
Ensure correct use of applications, networks and equipment, including testing and updating software and equipment as needed.
Ensure network is providing optimal performance and provide recommendation for upgrades when required by performing analysis, conducting reviews and reporting.
Act as the liaison between Heliene and the Third-Party IT vendor to ensure open, clear and organized communication.
Work closely with our Third-Party IT Vendor to ensure: 1. Proper inventory levels 2. IT documentation including network and user details 3. Documentation of and analysis of ticketing system, including efficiency and ease of use.
Working closely with the Human Resources Team, research/develop and implement all IT related training, including but not limited to; End User Orientation, Cyber Security, Shared Drive Support etc.
Working closely with external resources as needed, develop and maintain policy and procedures as it related to IT needs
Perform other duties as assigned by the Chief Growth and Corporate Services Officer or delegate.