Computer Support Associate I - Infrastructure

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

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, and smart hands support for the server / network teams. 

Proves 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 TYPICAL EXAMPLES: imaging computers, replacing printer toners, disposing of outdated assets, and resolving trouble tickets from ServiceNow queues.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 include 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. 

Provide onsite deskside Tier 2 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 ServiceNow 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 include 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