Co-op/Technical Support Analyst

Essential duties as a co-op at the Service Desk include maintenance, configuration, setup and troubleshooting of desktops, laptops, printers, and peripherals and providing support for various software products. Five co-ops cycle through the roles of Service Desk coordinator main, Service Desk coordinator secondary, peer, lab, and team lead. We strive to improve upon the response customers receive from the Service Desk, and the time it takes for us to resolve a customer's issue. Co-ops provide an integral customer service role at INPO.

Description

Co-ops cycle through 4 different positions while working at the Service Desk. The Coordinator Main and Coordinator Secondary position's primary role is to staff the front desk and be the first line of customer contact. The Peer position is responsible for preparing laptops for INPO evaluators going to nuclear plants for site visits and evaluation trips. The Lab position is responsible for maintaining hardware inventory, doing employee set-ups, and handling hardware related issues throughout the building. These positions rotate mid-semester. A co-op who is in their 2nd semester that has shown strong leadership abilities is designated to be the Team Leader. This person makes assignments and trains new co-ops.

At INPO, learning is a continuous journey. From day one, co-ops are paired with experienced mentors who guide them through the ins and outs of the role. You'll participate in essential company training and enjoy informal "lunch and learn" sessions that help you get to know INPO's mission and your responsibilities. Twice a week, the Service Desk team meets to collaborate, tackle challenges, and escalate customer concerns-ensuring you're always supported and in the loop.

But it's not all work Co-ops play a vital role at INPO, and we believe in balancing hard work with fun. Teamwork and camaraderie are at the heart of the Service Desk culture, making it a place where you can grow professionally while building lasting connections.

Certification Path Guide

As part of the INPO co-op program, students are provided time in their weekly schedule to study for certifications. INPO pays for co-ops to take one exam every semester. During the first semester, co-ops take HDI online Customer Service Training. There is a non-proctored exam taken at the end of the course. During the second semester the CompTIA A+ (Exams 220-801 & 220-802) exams are taken. Training materials are provided in both book and digital format. And during the third and fourth semesters the Microsoft Certified Solutions Associate Windows 10 (Exams 70-698 & 70-697) exam is taken. Training materials are provided in both book and digital format.

Hiring and Benefits

Successful candidates are pursuing degrees in the computer science or information technology fields. The cooperative program rotation is every other semester. You will be asked to work one semester and return to school the following semester (one semester on/one semester off) for three (3) semesters of work in the organization with satisfactory performance.

Pay starts at $20 an hour and goes up a dollar every semester. Each co-op is eligible for an end of the semester performance bonus. Performance includes a variety of factors such as customer satisfaction surveys, special projects, attitude, teamwork, and punctuality. Co-ops participate in mid-semester touch points to review their progress in the program and personal areas of strength and areas for improvement. This allows time for any necessary performance modification before the end of semester review. At the end of each semester there is a formal review where performance bonuses are given out. Co-ops are invited back based on their performance. If the co-op does not perform well in the role, INPO has the option not to extend an invitation to return for subsequent semesters.

Additional Requirements

• Employment is dependent upon successfully completing a pre-employment background check and drug and alcohol test.
• This position may require obtaining unescorted access status.
• This position requires direct or indirect access to certain export-controlled technology, for which INPO may be required to obtain an export license in accordance with applicable U.S. export control laws and regulations. If an export license is required, any offer of employment at INPO for this position is contingent upon receipt of the export license or authorization.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

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