Coop Student IT Site Support/Service Delivery

This is an on-site position in either Gillette, WY (Cordero Mine/Antelope Mine) or Sheridan, WY (Spring Creek Mine).

About the role

The Co-op Student IT Site Support/Service Delivery role delivers professional service to end users while providing the Service Desk function for the Service Delivery department and functioning as a supplemental Support Technician. Responsibilities include responding to phone calls, emails, and in-person requests from the Service Delivery Team, Infrastructure team, and IT Management. The role involves desktop and client network support, as well as receiving, prioritizing, documenting, and resolving 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.

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, emails, 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 (e.g., 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.

Requirements

• Currently pursuing a 2-year degree in Computer Science, Information Technology, or a related field or graduation within 6 months.
• Familiarity with Microsoft Windows 7, 8, 10, and 11.
• Strong problem-solving skills and attention to detail.
• Excellent communication and interpersonal skills.

Schedule

Monday–Friday, working around school schedule during the school year. Monday–Friday, 7:00 AM–3:30 PM during summer months.

Physical Demands

• Regularly required to talk or hear.
• Frequently required to sit with frequent forward bending and occasional rotation.
• Rarely lift, carry, and/or move up to 13 pounds; rarely lift and/or move up to 25 pounds.
• Rarely push or pull up to 45 pounds horizontally.
• Frequently required to use hands to finger, handle, or feel and reach with hands and arms.
• Occasionally required to walk; climb stairs; and stand with rare rotation.
• Rarely required to squat repetitively or reach up to 74".
• Specific vision abilities required 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 and routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.