Job Description
Computer Support Associate
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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.
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Responsibilities
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- 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.
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Typical examples:
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- 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.
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Typical examples:
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- 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- Disposing of outdated assets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.
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Typical examples:
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- 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.
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Typical examples:
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- 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
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Job Duties
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- 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.
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Typical examples:
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- \n
- Imaging computers
- Replacing printer toner
- Disposing of outdated assets
- Resolving trouble tickets from ServiceNow queues
- Documents, records, and/or distributes information.
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\n
\n
\n
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Typical examples:
\n
- \n
- 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.
\n
\n
\n
\n
\n
\n
Typical examples:
\n
- \n
- 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.
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\n
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Typical examples:
\n
- \n
- 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
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Job Requirements
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- 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.
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Education Requirements
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- Degree in an Information Technology discipline or equivalent experience.
- High school diploma, secondary diploma, or equivalent.
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