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Job description

Position Summary
This position provides virtual and phone support to internal clients in a professional and timely manner on a wide range of technologies. The position also offers professional services within the Information Services department to continually improve department efficiency and effectiveness.

Supervisor Responsibilities
This position does not have supervisory responsibilities over other employees.

Essential Duties and Responsibilities

• Ensuring that all Westmoreland Staff feel supported with a high degree of Customer Service when they seek help from IT.
• Coordinate projects, plan and implement service upgrades and technology improvements, and identify appropriate changes required according to change management process.
• Thoroughly document, track, monitor major incidents and problems; coordinating teams and ensuring timely resolution while adhering to change control procedures.
• Serves as dedicated system administrator for specific software or systems.
• Provide Tier 2 technical customer support and troubleshooting services to end-users needing help with software or systems.
• Manage service requests for users via the IT Service Management (ITSM) toolset according to service specifications. (Ex. Accounts, Access, Software, etc.)
• Document processes and knowledgebase articles for inclusion in the ITSM tool.
• Perform all tasks with a focus on customer service, including accessibility, approachability, and positive attitude.
• Perform related work as required, according to established Westmoreland standards.
• Assuming other duties and responsibilities as may be required in response to changing circumstances and the economic and physical environment of the Company.

Education and Experience

• Desktop hardware certifications desired.
• A combination of training, education, and experience that provides the required skills, knowledge, and abilities.

Skills

• Ability to work in a semi-directed manner as part of a geographically dispersed team.
• Demonstrated ability to work with a high level of integrity and teamwork.
• Ability to foster a cooperative work environment.
• Proficient administration of Windows 10 based workstations, printers, and other hardware as well as applications in an Active Directory and Office 365 environment.
• 3+ years of experience

Typical Physical Demands
Requires prolonged sitting, some bending, stooping, and stretching. Requires constant data input for extended periods without leaving the work area. Occasionally lifting files or paper weighing up to 30 pounds. Requires eye-hand coordination and manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator, and other office equipment. Requires normal range of hearing and eyesight to record, prepare, and communicate appropriate reports. Requires mobility sufficient to travel.

Typical Working Conditions
Working from a Home Office and Normal office environment. Travel up to 20% of work time to office locations outside of Home Office. Occasional evening or weekend work.

About Westmoreland Mining

CEO: Martin Purvis
Revenue: Unknown / Non-Applicable
Size: Unknown
Type: Company - Private
Website: https://westmoreland.com/