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. Major Duties: 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 problems Responsible 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 Skills, Abilities, Knowledge:

• 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., * Provide onsite IT infrastructure support for employees, contractors, and business partners.
• Diagnose and resolve hardware, software, operating system, and peripheral issues.
• Perform workstation deployments, replacements, upgrades, and lifecycle management activities.
• Support employee onboarding, offboarding, and equipment provisioning processes.
• Manage local inventory, asset tracking, equipment storage, and asset audits.
• Coordinate warranty repairs, vendor support, and hardware break/fix activities.
• Support conference rooms, collaboration technologies, printing services, and audio/visual equipment.
• Troubleshoot network connectivity issues including wired, wireless, VPN, and remote access technologies.
• Execute incident, request, and task management activities through ServiceNow and other approved platforms.
• Assist with major incident response, site outages, and business continuity activities.
• Perform infrastructure support for local servers, network equipment, and manufacturing or engineering systems when required.
• Support cybersecurity initiatives, compliance activities, software deployments, and operating system patching efforts.
• Partner with centralized support teams to resolve complex technical issues.
• Develop and maintain technical documentation, operating procedures, and inventory records.
• Participate in after hours support and site critical response activities as needed.

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), * Experience providing desktop and infrastructure support in an enterprise environment.

• Strong troubleshooting skills across Windows operating systems, hardware, software, and peripheral devices.
• Experience with Microsoft 365 applications and services.
• Working knowledge of Active Directory, device management platforms, and endpoint support tools.
• Experience supporting network connectivity issues and basic infrastructure troubleshooting.
• Strong customer service, communication, and relationship management skills.
• Ability to manage multiple priorities and work independently with limited supervision.
• Ability to lift and move computer equipment and perform physical installation activities.
• Valid driver’’s license and ability to travel locally as business needs require.
• Preferred Qualifications:
• Experience supporting manufacturing, engineering, or field operations environments.
• Experience with ServiceNow incident and request management processes.
• Knowledge of asset lifecycle management and inventory controls.
• Experience supporting conference room technology and collaboration platforms.
• Familiarity with cybersecurity controls, endpoint protection, and compliance requirements.
• Associate’’s or Bachelor’’s degree in Information Technology, Computer Science, or related field.
• Relevant industry certifications such as CompTIA A+, Network+, Microsoft, or equivalent technical certifications.
• Success Measures: Timely resolution of incidents, requests, and escalations.
• High customer satisfaction and positive stakeholder feedback.
• Accurate inventory and asset management practices.
• Reliable support for business critical operations and local site infrastructure.
• Strong partnership with business leaders and IT support organizations.
• Safe, compliant, and efficient execution of field service responsibilities.