Co-op Student IT Site Support/Service Delivery

Description: Must take a personal and active approach to health, safety and environment and understand and follow all state, federal and company health, safety and environmental requirements applicable to the work area and tasks assigned. Summary of Position: The Co-op Student IT Site Support/Service Delivery role is to deliver professional service to end users while providing the Service Desk function for the Service Delivery department and functioning as a supplemental Support Technician. The function of this role includes responding to phone calls, e-mails, and personal requests from the Service Delivery Team, Infrastructure team, and IT Management. This role will include desktop and client network support and receive, prioritize, document, and resolve end-user requests. The intern will take direction from the Specialist IT Technical Support employee at their assigned site and the Manager of Service Delivery. Essential Duties/Responsibilities: - Perform all tasks with a focus on customer service. - Perform role functions according to established standards. - Thoroughly document, track, and monitor incidents and problems, ensuring timely resolution while adhering to change control procedures. - Respond to telephone calls, e-mails, and personnel requests for support, coaching, and training. - Manage service requests for users in the NTEC Ticketing system. - Develop Work Instructions, Process Checklists, and Workflow for supported services. - Ensure all administrative tasks (i.e., status updates and reports) are completed as scheduled. - Create and distribute Customer Notifications for service outages and degradation. - Perform user account and computer account management via Microsoft Active Directory. - Daily interaction with IT Customer Support, Server, and Infrastructure team members. - Daily interaction with the end-user community. - Daily interaction with the department Manager. Location: This is an on-site position in either Gillette, WY (Cordero Mine/Antelope Mine) or Sheridan, WY (Spring Creek Mine). Duration: M-F as scheduling allows during school year, M-F during summer months. Schedule: M-F working around school schedule during school year. M-F 7:00 am-3:30 pm during summer months) Physical Demands: While performing the duties of this job, the employee is regularly required to talk or hear. The employee is required to frequently sit with frequent forward bending and occasional rotation. The employee must rarely lift, carry and/or move up to 13 pounds and rarely lift and/or move up to 25 pounds. The employee is required to rarely push or pull up to 45 pounds horizontally. The employee frequently is required to use hands to finger, handle or feel and reach with hands and arms. The employee is required occasionally to walk; climb stairs; and stand with rare rotation. Rarely the employee is required to squat repetitively or reach up to 74". Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus. **Working Environment: **Works in office and mining environments. This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.