Essential duties as a co-op at the Service Desk are to provide maintenance, configuration, setup and troubleshooting of desktops, laptops, printers and peripherals and to provide 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. Each month the Service Desk tracks the incidents and service requests that are received. We strive to improve upon the response customer’s receive from the Service Desk and the time it takes for us to resolve a customer’s issue. Customer satisfaction surveys allow us to hear from our customers and better understand what we are doing well and identify areas of improvement. 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 positions 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 his/ her 2nd semester that has shown strong leadership abilities is designated to be the Team Leader. This person makes assignments and trains new co-ops.

Training occurs throughout the program. When a co-op starts they are mentored by a more senior co-op. Co-ops participate in mandatory company training and more informal lunch and learns to familiarize the candidate with INPO and the job requirements. The Desk has a meeting every Monday and Wednesday to review issues, areas where assistance is needed, and customer issues that need escalating. While co-ops have an important role at INPO, there is also time for fun. Teamwork and comradery are important elements in the Service Desk. 

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 looking for degrees in 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.