Computer Support Associate - Infrastructure

Job Description

Provide onsite deskside support to the Waterloo IA location through performing the following duties

• 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 TYPICAL EXAMPLES: imaging computers, replacing printer toner, disposing of outdated assets, and resolving trouble tickets from Service Now queues.
• Documents recording and/or distributing information. Has some breadth, depth and/or frequency of interaction with external contacts. Typical examples include updating assets in Asset Center, following KB articles for problem resolution, and following unit specific processes.
• Responsible for effective e‑mail communications and 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. Is responsible for resolving those problems with pre‑established and documented solutions. Is responsible for reporting to others those problems that fall outside the scope of established procedures.
• Maintains equipment, supplies, data supporting processes or operations. Typical examples includes scheduling routine equipment maintenance, ordering supplies, monitoring inventory, updating data records, and 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 trouble shooting by following KB article to resolve end user tickets.

• Knowledge of computing and networking concepts and fundamentals
• Ability to use standard desktop load applications such as Microsoft Office plus intranet and internet functions.
• Knowledge of computer security policies and a general overall knowledge of computer security concepts.
• 1 year or more IT experience preferred, but recent college graduates will be considered

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