Desktop Support Analyst
at Westmoreland Coal Company

Date Posted: 3/16/2017

Job Description

Westmoreland Coal Company is looking for an experience IT Desktop Support Analyst to provide on-site or virtual technical support services for employees. This position will also provide hands-on hardware support, such as connecting computers to the wired network, installing software, updates and upgrades on the computers and workstations on the network. This person will also configure new computers, reconfigure and re-purpose older machines and set up workstations for new employees.

In addition, this person will do Help Desk support over the phone through chat services or via remote desktop support applications as well as in person. This position can require entry level or advanced level skills based on the tier level of support. This is an excellent opportunity for recent college graduates, or those with minimal experience, looking to kick-start their career and grow within the organization. 

Job Duties and Competencies:
  • Diagnose and resolve unique, nonrecurring problems associated with application software and operating systems; determine the source of problems and classify their level, priority and nature.
  • Configure, deploy, maintain, troubleshoot and support computer workstations, laptops, printers, mobile devices, phones and other computer and telecommunications equipment.
  • Install and support PC, laptop, tablet and mobile hardware and software (certifications from CompTIA, Microsoft or HDI are a plus).
  • Create alternative methods of completing tasks, correcting user errors and system inconsistencies to improve the desktop team function.
  • Participate in hardware and software reviews and recommend purchases.
  • Maintain inventory of installed software, manage software licensing and create policies and procedures for upgrades.
  • Work with hardware and software vendors to verify timely product delivery and ensure that new equipment is installed and ready to operate on schedule.
  • Analyze and make recommendations for hardware and software standardization.
  • Ensure desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers and administrative systems.
  • Document procedures, standards, best practices configurations, settings, installation sequences and back-out instructions.
  • Knowledge – Know your way around desktop hardware, software applications, operating systems and network connectivity.
  • Creative problem-solving – Resolve problems quickly and efficiently to provide ultimate customer service
  • Teamwork and collaboration – Work well in a team-oriented environment.
  • Mobility and flexibility – Be willing to take on a new position or accept additional responsibilities when asked.
  • Self-discipline and focus
  • Outstanding communication skills both oral and written
  • Results driven

Job Requirements

  • Beginner to Intermediate level with 1 to 3 years of experience in desktop and help desk support
  • Education – Possess or working towards a computer science degree and one or two certifications from entities such as HDI or Microsoft (Microsoft Certified IT Professional or Microsoft Certified Systems Administrator).

Job Snapshot

About Us

Westmoreland Coal Company began mining in Westmoreland County, Pennsylvania in 1854 as a Pennsylvania corporation. In 1910, we incorporated in Delaware and continued our focus on underground coal operations in Pennsylvania and the Appalachian Basin. We moved our headquarters from Philadelphia, Pennsylvania to Colorado in 1995. Today, we are an energy company with 13 coal mines in the western U.S. and Canada, a stake in an activated carbon plant and char production facility and two coal-fired power generation units. Our headquarters are located in Englewood, Colorado and we have approximately 2,900 employees.

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