Computer Support Associate

Job description

Job Title: Infrastructure Engineer (Computer Support Associate)
Shift: First Shift (Flexible start time between 6–8 AM)
Travel: Minimal (within 10 miles between local facilities; <10% non-local travel)
PPE Requirement: Metatarsals required from Day 1
Lifting Requirement: Must be able to lift up to 50 lbs

Job Summary:

The Infrastructure Engineer (Computer Support Associate) provides Tier 2 deskside IT support, handling operational tasks and troubleshooting within a highly stable and procedural environment. Responsibilities are a blend of administrative and technical, supporting both users and backend IT infrastructure with basic troubleshooting, hardware maintenance, and process monitoring.

Key Responsibilities:Technical Support

• Image computers and deploy hardware/software to end-users.
• Perform basic printer maintenance (e.g., toner and roller replacement).
• Resolve Tier 2 user issues via ServiceNow trouble tickets.
• Provide “Smart Hands” support to server/network teams.
• Support AV and conference room equipment.

Operational Tasks

• Maintain and update asset inventory (Asset Center).
• Dispose of outdated equipment following proper procedures.
• Order and manage inventory/supplies.
• Schedule equipment maintenance and service requests.
• Update and maintain IT documentation and logs (e.g., contact lists, problem logs).

Problem Identification & Resolution

• Follow Knowledge Base (KB) articles for troubleshooting.
• Identify and resolve problems using established solutions.
• Escalate issues outside of documented processes appropriately.

Requirements:Education & Experience:

• 1+ year of IT support experience preferred (recent IT grads considered).
• Experience with support roles like Geek Squad is a plus.

Skills:

• Knowledge of computing and networking fundamentals.
• Familiarity with IT ticketing systems (e.g., ServiceNow).
• Ability to follow KB articles and procedural documentation.
• Proficiency in Microsoft Office and internet/intranet navigation.
• Understanding of computer security concepts and policies.
• Experience with Agile methodology is a plus.
• Good written and verbal communication skills.

Preferred Qualifications:

• Prior experience with conference room/AV equipment support.
• Familiarity with asset lifecycle management.