Computer Support Associate II - Infrastructure

Major Purpose: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.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.Monitoring mainframe job network and restarting/making decisions from pre-defined choices to resolve problemsAbility to create and maintain basic documents/records/files: -contact lists --process logs --problem incidence reports -- customer information updates --purchase orders --inventory, maintenance or other service records -- configuration and utility filesApplies basic technical knowledge in the support of processes or operations: --assist in installing software upgrades --perform routine hardware maintenance --troubleshoot and resolve user problems based on scripts or procedures provided.Skill Set Requirements:5+ years of experience required for the following skills set- Experience with the following Infrastructure support activities: monitoring (primary responsibility), managing, reporting, collaborating, and triaging of changes to the information technology infrastructure within established processes- Experience in infrastructure and application domain functions- Practical experience in monitoring and managing, event, change and incident management- Must be able to perform and apply information analysis to resolve infrastructure problems.- Demonstrated experience with identifying, analyzing, selecting, and applying (with guidance) the appropriate new information technology infrastructure components within a diverse environment as required to support strategic business plans and processes.- Experience with working in a collaborative team environment- Excellent verbal and written communication skills- Flexible and able to support Oncall if needed , 24X7 work rotation as needed- Candidates who just have basic support desk experience aren’t a good fit – they MUST have demonstrated experience with infrastructure support to be considered for this role.