Computer Support Associate II - Infrastructure

Provides day-to-day operational support for a computing environment (computer center, unit computing, a community of users, etc.), in order to contribute to the smooth running of that environment. Procedures are generally well-established. Support activities generally require a good, basic technical background while also being fairly administrative in nature. Performs/monitors processes or operations that are reasonably stable and/or which often require choices between several options. TYPICAL EXAMPLES-monitoring mainframe job network and restarting/making decisions from pre-defined choices to resolve problems Is limited in breadth, depth, and/or frequency of interaction with external contacts., * Documents recording and/or distributing information. Has limited breadth, depth and/or frequency of interaction with external contacts. Typical examples include logging statistics on process completion, reporting problems, updating data, maintaining documentation or procedures, distributing reports.

• 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.Performs/monitors processes or operations that are reasonably stable and/or which often require choices between several options. TYPICAL EXAMPLES:
• -monitoring mainframe job network and restarting/making decisions from pre-defined choices to resolve problemsResponsible for effective e-mail communications and ability to create and maintain basic documents/records/files: TYPICAL EXAMPLES: -contact lists -process logs -problem incidence reports - customer information updates -purchase orders -inventory, maintenance or other service records
• • configuration and utility files
• Responsible for recognizing problems with the processes/operations he/she supports. Is responsible for resolving those problems with pre- established and documented solutions. Those solutions may be multipathed, requiring assessment of each problem situation. Is responsible for reporting to others those problems that fall outside their scope to resolve. Applies basic technical knowledge in the support of processes or operations. TYPICAL EXAMPLES: -assist in installing software upgrades -perform routine hardware maintenance
• -troubleshoot and resolve user problems based on scripts or procedures provided

• 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.
• Knowledge of computing and networking concepts and fundamentals.

Education:

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

Work Experience:

• Information technology experience and/or business experience. (Less than 1 year)