Help Desk Support - American Technology Consulting

ONSITEWaterloo, IAJob 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 TYPICAL EXAMPLES: imaging computers,replacing printer toner, disposing of outdated assets, and resolving troubletickets from ServiceNow queues.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 basic documents/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 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. Job Requirements: • Knowledge of computing and networking concepts and fundamentals • 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 beconsidered, however, recent college grads should be submitted at a lower billrate