Desktop Support - American Technology Consulting

Title: Computer Support Associate ILocation: 1333 South Congress Suites 200 & 300 Austin TX USA 78704Interview: 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 TYPICAL EXAMPLES: imaging computers,replacing printer toner, disposing of outdated assets, and resolving troubletickets from ServiceNow queues.• Documents recording and/or distributing information.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 basic documents/records: TYPICAL EXAMPLES: --contact lists --processlogs --problem incidence reports --customer information updates – exterior shiporders --inventory, maintenance or other service records--handling standardfacilities 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.Position TitleInfrastructure EngineerSpecific Position RequirementsTravel to Austin test farm, 45 minutes away, will be required at times. (mileagewould be billed back) as expenseOnsite day 1.Duties include:• Imaging computers, replacing printer toner, disposing of outdated assets, andresolving trouble tickets from ServiceNow queues• Management of onsite desktop hardware, software troubleshooting, printerhardware management, and smart hands support for the server / network teams.Provides support for conference rooms, asset lifecycle management, and computerdeployments for unit customers.• Maintain contact lists, process logs, problem incidence reports,• Scheduling routine equipment maintenance, ordering supplies, monitoringinventory, updating data records, and interacting with suppliers• Hardware hands-on position, building computers and setting up new usersMust have:• at least 1 year experience in IT - preferably in hardware/new user set up(basic Tier 1 support)• Customer service experience• High school diploma• Must be able to communicate thru email effectivelyNOT a remote position.