IT Service Desk Coordinator

2 days ago

Rogers, United States Heliene Full time

Heliene is a fast-paced entrepreneurial company growing rapidly in a highly desirable industry, with a mission to be part of the solution to climate challenges and contribute to a better planet.


Heliene has taken the challenge to help the world reduce its reliance on fossil fuels, by striving to be a leader in renewable energy. We are a manufacturer of high efficiency and high-quality solar modules. Our modules are produced on state-of-the-art solar manufacturing lines in Ontario-Canada, Minnesota-USA, and at manufacturing partners around the world.


Customer First is more than a slogan. It’s the guiding principle of our business, a core value, and the cornerstone of our company culture.


We are looking for talented and motivated people that want to help us shape the solar industry. Under an experienced leadership team, we provide growth opportunities, intellectual challenge and a flexible, collaborative company culture.


We offer comprehensive benefits, including competitive salaries; paid time off; health, dental, vision and life insurance; as well as retirement plans.



Job Title: IT Service Desk Coordinator

Position Status: Permanent, Full-Time

Department: Growth

Supervision Received: Senior IMIT Director

Supervision Exercised: External Third-Party Vendors as Required

Location: Rogers, Minnesota (On Site)

Date Posted: November 26, 2024

Application Deadline: December 10, 2024



A. Service Desk Support 40%

B. External Third-Party IT Vendor Management 30%

C. Training/Policy and Procedure Development and Maintenance 20%

D. Other Duties as Assigned 10%

TOTAL 100%



Reporting to the Senior IMIT Director, the IT Service Desk Coordinator is responsible for providing technical support to end users 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 not Remote, but instead fully on-site in Rogers, MN to provide 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, who is also very technically proficient.



Key Responsibilities:

  • Ensure correct use of applications, networks and equipment, including testing and updating software and equipment as needed.
  • Troubleshoot and work closely with end-users to understand technical issues and determine proper software/hardware supports needed.
  • Ensure network is providing optimal performance and provide recommendation for upgrades when required by performing analysis, conducting reviews and reporting.
  • Provided end-user support for all onboarding and offboarding of employees.
  • Respond to IT support requests over the phone, via email and in person.
  • Download, install and configure software to meet end user requirements.
  • Act as the liaison between Heliene and our Third-Party IT vendors to ensure open, clear and organized communication.
  • Work closely with our Third-Party IT vendors to ensure:
  • Proper inventory levels
  • IT documentation including network and user details
  • Documentation of and analysis of ticketing system, including efficiency and ease of use.
  • Work closely with the Human Resources partners, research/develop and implement all IT related training, including but not limited to, End User Orientation, Cyber Security, Shared Drive Support, etc.
  • Work closely with external resources as needed, develop and maintain policy and procedures as it related to IT needs.


Minimum Qualifications:

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.
  • Ability to collaborate with other departments.
  • Ability to analyze, organize and prioritize multiple projects.



Salary Range: $55,000 to $75,000 Annually


Qualified applicants should submit a cover letter and resume to careers@heliene.com no later than 5:00 p.m. on December 10, 2024.


All applicants must be legally eligible to work in the United States of America.

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