End User Support Specialist

Our purpose statement is, We Pursue a Higher Standard. Everything we do is fueled by this statement; it is our foundation and inspiration for our actions every day. At Coeur, we PROTECT our people, places and planet, DEVELOP quality resources, growth and plans, and DELIVER impactful results through teamwork.

Coeur Mining, Inc. is a U.S.-based, well-diversified, growing precious metals producer with four wholly-owned operations: the Palmarejo silver-gold complex in Mexico, the Rochester silver-gold mine in Nevada, the Kensington gold mine in Alaska and the Wharf gold mine in South Dakota. In addition, the Company wholly-owns the Silvertip silver-zinc-lead development project in British Columbia and has interests in several precious metals exploration projects throughout North America.

Coeur is actively seeking an End User Support Specialist that will be responsible for supporting in person and remote users based out of our downtown Chicago Headquarters. This position offers a flexible hybrid work schedule with 3 minimum in-person days a week and two remote days, including a rotating on-call requirement. The primary objective of this role is to ensure that our users have access to and know how to effectively use all IT tools and services available at Coeur Mining. The responsibilities include hardware and software support, designing and delivering training and guidance on how to best leverage technologies, administration and resolution of technical incidents and service requests, and manage projects as needed.

KEY RESPONSIBILITIES:

· Act as a customer liaison for the computing operation, communicating, resolving, and/or initiating the resolution of problems and concerns;

· Maintain a first-class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner.

· Deliver, maintain, and support end-sure technology, including software, hardware, A/V technology, and mobile devices.

Proactive tasks:

· Ensure that all EUS IT tools (hardware, software) and services are available in a timely manner for new users.

· Manage assigned projects from initiation to completion, including follow-up analysis.

· Create and deliver onboarding orientation sessions and follow up session to new IT users.

· Develop, update and improve EUS guides and training materials by documenting and publishing support processes.

· Develop and provide technical support and training in the use of personal computer hardware, software, specialized technology, peripherals and all relevant EUS IT tools.

Support tasks:

· Service Request and Incident Management

o Accurately record, update and document Incidents and Service Requests using the IT HelpDesk system (ITSM).

o Organize and prioritize all Incidents and Service Request tickets.

o Take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible.

o Escalate incidents to other support teams where necessary.

· Providing support and delivery of Corporate Approved applications and services, including Windows 10/11, Office including Exchange, MS Teams, OneDrive (O365), Endpoint Encryption and Antivirus services (MS ATP)

· Assets management

o Install and configure new IT equipment.

o Research and recommend system equipment upgrades and manage equipment inventory.

o Maintain client computers patch compliance.

o Maintain up to date asset information in our ITSM.

· Work with hardware and software vendors to resolve equipment failures/problems.

· Administer user accounts assigning security levels.

· Test new EUS IT technologies and software for compliance with Coeur IT standards.

· Undertake other duties not specifically stated, which from time to time are necessary, without altering the nature or level of responsibility.

· Work within the relevant legislation, policies, and procedures.

· Design, produce, and analyze moderately complex reports.

POSITION REQUIREMENTS:

· Approximately 3-5 years of experience providing customer service in a technological environment;

· Degree in the field of computer science, computer information systems, or computer engineering.

· Strong dedication to customer service and users support.

· Strong understanding and appreciation of operational process/procedure development and its application in a production environment.

· Strong understanding of various IT technologies (hardware and software, network protocols, computer applications and operating systems).

· ITIL Certification a plus, other professional/technical certifications as appropriate.

· Good communication, analytical, and presentation skills.

· Demonstrated experience with the following:

o M365 Support/Administration

o Creating/modifying Scripts (i.e. PowerShell)

o Microsoft Active Directory account management/administration

o SharePoint administration

o Mobile Support (iPhone and Android)

o Computer Administration and Imaging

PREFERRED REQUIREMENTS:

· Bilingual English-Spanish strongly preferred

· MAC OS Troubleshooting

· MS Exchange Administration

· M365 Global Administration

· ITSM Experience (ManageEngine / FreshWorks)