IT Support

• Troubleshoot and resolve advanced hardware, software, operating system, printer, mobile device, and network connectivity issues.
• Provide onsite and remote technical support for employees, contractors, and vendors across operational and administrative areas.
• Support and administer user accounts, group memberships, permissions, and device management within Active Directory, Microsoft 365, and Microsoft Intune environments.
• Deploy, configure, image, maintain, and replace desktops, laptops, tablets, mobile devices, and related peripherals.
• Assist with management and support of Microsoft Intune policies, endpoint compliance, device enrollment, and software deployments.
• Support conference room technology, audiovisual systems, printers, and site communication systems.
• Perform field support work in office, plant, shop, and mining environments as required.
• Troubleshoot basic network connectivity issues including switches, wireless access points, cabling, and patching.
• Maintain accurate documentation of incidents, troubleshooting activities, inventory records, asset assignments, and technical procedures.
• Monitor ticket queues and prioritize work activities based on operational impact and business priorities.
• Escalate complex incidents and infrastructure issues to senior IT personnel or vendors as required.
• Assist with onboarding and offboarding processes including equipment provisioning, account setup, and access management.
• Participate in IT projects including infrastructure upgrades, hardware refreshes, deployments, and continuous improvement initiatives.
• Follow company safety standards, cybersecurity requirements, and IT operational procedures.
• Comply with all company safety policies, MSHA regulations, and site access requirements.
• Maintain clean and organized IT storage, workspaces, and equipment staging areas.
• Perform other incidental and related duties as required and assigned.

IT Technician

• Serve as the first point of contact for end-user technology support requests and incidents.
• Respond to support requests through the ticketing system, phone calls, walk-ups, and email communications.
• Troubleshoot and resolve basic hardware, software, printer, network, mobile device, and account-related issues.
• Escalate incidents and service requests to appropriate technical teams when additional support or advanced troubleshooting is required.
• Accurately document all incidents, troubleshooting steps, resolutions, and escalation details within the ticketing system.
• Prioritize and triage incoming incidents based on operational impact, urgency, and established service levels.
• Support onboarding and offboarding activities including user account setup, equipment preparation, and access requests.
• Assist with deployment, imaging, setup, and replacement of desktops, laptops, mobile devices, and peripherals.
• Maintain accurate inventory records for end-user devices and related IT equipment.
• Provide professional and customer-focused support to employees, contractors, and vendors across site operations.
• Follow company safety policies, cybersecurity standards, and IT operational procedures.
• Comply with all company safety policies, MSHA regulations, and site access requirements.
• Identify recurring technical issues and communicate trends or improvement opportunities to senior IT staff.
• Support conference room technology, printers, and general office IT systems.
• Assist with maintaining cleanliness and organization of IT workspaces and storage areas.
• Perform other incidental and related duties as required and assigned.

IT Helpdesk Technician

• Conducting technical reviews of claim files and compliance check points to evaluate claim handling, documentation, coverage application, and adherence to company standards and regulatory requirements.
• Analyzing state-specific claims handling requirements and documenting their impact on Claims processes and operations.
• Identifying quality, technical, and compliance trends and translating findings into actionable insights for leadership and stakeholders.
• Executing monitoring and testing of claims compliance controls and recommending improvements where gaps are identified.
• Participating in calibration discussions to ensure consistent interpretation and application of claim handling standards and expectations.
• Contributing to the development and refinement of audit tools, reporting processes, and review standards.
• Collaborating with Training, Claims Leadership, and Automation teams to address identified trends and improve claims handling practices.
• Drafting and updating Standard Operating Procedures and processes based on audit findings, regulatory changes, and business needs.
• Acting as the go-to resource for peers by providing guidance on unique claims scenarios, offering coaching, and contributing to team training and knowledge sharing.
• Supporting the execution of claims compliance projects by coordinating tasks, monitoring progress and risks, and ensuring timely delivery of project milestones and regulatory requirements.
• Managing complex ad hoc audits and reviews from planning through execution, including the evaluation of results, presentation of recommendations, and implementation of changes to enhance Claims department practices.

Claims Compliance Audit Specialist

• Provide Tier 1 and Tier 2 technical support for laptops, desktops, mobile devices, and peripherals.
• Deliver high-quality remote troubleshooting via phone, chat, and remote desktop tools for off-site employees.
• Administer and support cloud-based collaboration tools, including Microsoft 365, Teams, and VPN connectivity.
• Facilitate onboarding and offboarding, including account provisioning and hardware imaging.
• Provide on-site technical support for shop-floor workstations, barcode scanners, and label printers.
• Troubleshoot connectivity and hardware issues for systems integrated into the production line to minimize operational downtime.
• Collaborate with production leadership to perform hardware maintenance and upgrades with minimal disruption to manufacturing schedules.
• Maintain an accurate and up-to-date inventory of all IT assets, including hardware, software licenses, and peripherals.
• Track the assignment and location of equipment for both on-campus and remote employees to ensure accountability.
• Assist with the procurement, setup, and deployment of new hardware, as well as the secure decommissioning of older equipment.
• Manage user identities, permissions, and security groups within Active Directory and Azure AD.

IT Support Specialist

• Responsible for overall planning, management, and completion of IT projects for specific business units.
• Uses project management skills to assign roles, identify resource requirements, and define project deliverables.
• Works with customers to develop project scope of work documents and project work plans.
• Provide leadership and demonstrate understanding of system development.
• Assigns, schedules, trains, reviews, and monitors project work to ensure progress.

Project Manager, IT Support

• Serves as a Tier 1 technical and customer support resource to all Health Center/Fund employees
• Responds to all local and remote customer inquiries for assistance received primarily via telephone but also from email, chat or direct contact providing first level troubleshooting and problem resolution
• Escalates unresolvable tickets to Tier 2
• Documents all customer support inquiries using available tracking software and recommends simplification opportunities
• Resolves issues in a timely and professional manner while meeting or exceeding established baselines
• Takes proactive action in ensuring the serviceability of applicable Fund and health center technical systems
• Handles employee questions regarding end-user facing hardware and software and serves in a consultative manner
• Communicates with technical operations and programming support personnel for problem referral
• Creates/updates end users accounts per established access matrix and authorization approval
• Ensures timely completion and follow-up of all support calls and tracks progress via ticketing system
• Creates documentation of technical solutions and help desk procedures
• Tracks user satisfaction through follow-up calls and surveys as required/directed
• Assists Infrastructure and Operations functions with special projects as required
• Demonstrates the Fund’s Diversity and Inclusion (D&I) principles in their conduct at work and contributes to a safe inclusive culture with equitable opportunities for success and career growth

Helpdesk Technician I

• Develop and execute a forward-looking ERP strategy aligned with business objectives.
• Lead and mentor a team of ERP professionals to ensure high performance and accountability.
• Oversee ERP system upgrades, customizations, and integrations with other business systems.
• Ensure data consistency and operational efficiency across platforms.
• Continuously assess and optimize ERP performance and user experience.
• Design and deliver training programs for end-users.
• Provide hands-on support and issue resolution to maintain system reliability.
• Establish and promote ERP best practices across the organization.
• Manage vendor relationships, negotiate contracts, and monitor service levels.
• Collaborate cross-functionally to ensure ERP solutions integrate seamlessly with business processes.
• Evaluate emerging technologies to enhance ERP capabilities and maintain a competitive advantage.

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