Computer Support Associate - American Technology Consulting

Title: Computer Support AssociateLocation: One Place Moline Illinois USA 61265Interview: WebexDescription:Computer Support AssociateProvides basic day-to-day operational support for a computing environment(computer center, unit computing, a community of users, et c.), followingestablished procedures, in order to contribute to the smooth running of thatenvironment. Support activities require some technical background while beingstrongly administrative in nature. Performs/monitors standard processes oroperations that are highly stable and/or relatively consistent in how to fix.TYPICAL EXAMPLES: --management of onsite desktop hardware, softwaretroubleshooting, printer hardware management, and smart hands support for theserver / network teams. Proves support for conference rooms, asset lifecyclemanagement, and computer deployments for unit customers.Performs/monitors standard processes or operations that are highly stable and/orrelatively consistent in how to fix.TYPICAL EXAMPLES: imaging computers, replacing printer toner, disposing ofoutdated assets, and resolving trouble tickets from ServiceNow queues.• Documents recording and/or distributing information. Has some breadth, depthand/or frequency of interaction with external contacts. Typical examples includeupdating 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 andmaintain basic documents/records:TYPICAL EXAMPLES: --contact lists --process logs --problem incidence reports--customer information updates – exterior ship orders --inventory, maintenanceor 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 documentedsolutions. Is responsible for reporting to others those problems that falloutside the scope of established procedures.• Maintains equipment, supplies, data supporting processes or operations.Typical examples includes scheduling routine equipment maintenance, orderingsupplies, monitoring inventory, updating data records, and interacting withsuppliers.• Applies some technical knowledge in the support of processes or operationsTYPICAL EXAMPLES: --understanding basic printer operations to replace toner andpickup rollers, performing trouble shooting by following KB article to resolveend user tickets.Specific Position RequirementsJob Description: Will provide onsite deskside Tier 2 support to the WorldHeadquarters location through performing the following dutiesJob Duties:• Performs/monitors standard processes or operations that are highly stableand/or relatively consistent in how to fix. TYPICAL EXAMPLES: imaging computers,replacing printer toner, disposing of outdated assets, and resolving troubletickets from ServiceNow queues.• Documents recording and/or distributing information. Has some breadth, depthand/or frequency of interaction with external contacts. Typical examples includeupdating 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 andmaintain basicdocuments/records: TYPICAL EXAMPLES: --contact lists --process logs --problemincidence reports --customer information updates – exterior ship orders--inventory, maintenance, or other service records--handling standard facilitiesadministration requests• Responsible for recognizing problems with the processes/operations supported.Is responsible for resolving those problems with pre- established and documentedsolutions. Is responsible for reporting to others those problems that falloutside the scope of established procedures.• Maintains equipment, supplies, data supporting processes or operations.Typical examples include scheduling routine equipment maintenance, orderingsupplies, monitoring inventory, updating data records, and interacting withsuppliers.• Applies some technical knowledge in the support of processes or operationsTYPICAL EXAMPLES: --understanding basic printer operations to replace toner andpickup rollers, performing trouble shooting by following KB article to resolveend user tickets.Job Requirements:• Knowledge of computing and networking concepts and fundamentals-Experience with AV/Conference Room support is required• Ability to use standard desktop load applications such as Microsoft Officeplus intranet and internet functions.• Knowledge of computer security policies and a general overall knowledge ofcomputer security concepts.• 1 year or more IT experience preferred, but recent college graduates will beconsideredAdditional Information:• This is a 1St Shift, ONSITE position• OT/weekend/On-call work is possible, but not often required• Some driving to other Quad City area locations is possible if additionalsupport coverage is needed (less than 5% of the time)