Computer Support Associate

Computer Support Associate

Provides basic day-to-day operational support for a computing environment (computer center, unit computing, a community of users, etc.), following established procedures, in order to contribute to the smooth running of that environment.

Responsibilities

• Support activities require some technical background while being strongly administrative in nature.
• Performs/monitors standard processes or operations that are highly stable and/or relatively consistent in how to fix.

Typical examples:

• Management of onsite desktop hardware
• Software troubleshooting
• Printer hardware management
• Smart hands support for the server/network teams
• Provides support for conference rooms, asset lifecycle management, and computer deployments for unit customers.
• Performs/monitors standard processes or operations that are highly stable and/or relatively consistent in how to fix.

Typical examples:

• Imaging computers
• Replacing printer toner
• Disposing of outdated assets
• Resolving trouble tickets from ServiceNow queues
• Documents, records, and/or distributes information.
• Has some breadth, depth, and/or frequency of interaction with external contacts.
• Typical examples:
• Updating assets in Asset Center
• Following KB articles for problem resolution
• Following unit-specific processes
• Responsible for effective email communications and the ability to create and maintain basic documents/records.

Typical examples:

• Contact lists
• Process logs
• Problem incidence reports
• Customer information updates
• Exterior ship orders
• Inventory, maintenance, or other service records
• Handling standard facilities administration requests
• Responsible for recognizing problems with the processes/operations supported.
• Responsible for resolving those problems with pre-established and documented solutions.
• Responsible for reporting problems that fall outside the scope of established procedures.
• Maintains equipment, supplies, and data supporting processes or operations.

Typical examples:

• Scheduling routine equipment maintenance
• Ordering supplies
• Monitoring inventory
• Updating data records
• Interacting with suppliers
• Applies some technical knowledge in the support of processes or operations.
• Typical examples:
• Understanding basic printer operations to replace toner and pickup rollers
• Performing troubleshooting by following KB articles to resolve end-user tickets

Job Duties

• Provide onsite deskside support to the Waterloo, IA location.
• Performs/monitors standard processes or operations that are highly stable and/or relatively consistent in how to fix.

Typical examples:

• Imaging computers
• Replacing printer toner
• Disposing of outdated assets
• Resolving trouble tickets from ServiceNow queues
• Documents, records, and/or distributes information.

Typical examples:

• Updating assets in Asset Center
• Following KB articles for problem resolution
• Following unit-specific processes
• Responsible for effective email communications and maintaining basic documents/records.

Typical examples:

• Contact lists
• Process logs
• Problem incidence reports
• Customer information updates
• Exterior ship orders
• Inventory, maintenance, or other service records
• Handling standard facilities administration requests
• Responsible for recognizing and resolving issues within supported processes using documented solutions.
• Escalates issues that fall outside established procedures.
• Maintains equipment, supplies, and operational data.

Typical examples:

• Scheduling routine equipment maintenance
• Ordering supplies
• Monitoring inventory
• Updating data records
• Interacting with suppliers
• Applies technical knowledge to support processes and operations.
• Typical examples:
• Replacing toner and pickup rollers
• Troubleshooting end-user issues using KB articles

Job Requirements

• Knowledge of computing and networking concepts and fundamentals.
• Ability to use standard desktop applications such as Microsoft Office, intranet, and internet functions.
• Knowledge of computer security policies and general security concepts.
• 1 year of IT experience preferred; recent college graduates will also be considered.

Education Requirements

• Degree in an Information Technology discipline or equivalent experience.
• High school diploma, secondary diploma, or equivalent.