Computer Support Associate

About the Role

Provides basic day-to-day operational support for a computing environment, following established procedures, in order to contribute to the smooth running of that environment.

Key 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.
• 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.
• 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• Disposing of outdated assets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.
• 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.
• 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.
• 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.
• Understanding basic printer operations to replace toner and pickup rollers
• Performing troubleshooting by following KB articles to resolve end-user tickets
• Provide onsite deskside support to the Waterloo, IA location.

Requirements & Tech Stack

• 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.

Qualifications

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