Job Description

Additional Information

• Onsite position (no relocation assistance).
• Weekend on-call rotation required.
• Overtime (OT) may be possible.
• Metatarsal safety shoes required on Day 1.
• May involve travel between Waterloo area locations .

Job Summary

Provide onsite deskside Tier 2 IT support to the Waterloo, IA location, ensuring smooth operation of end-user devices and resolving technical incidents in a timely manner.

Key Responsibilities

• Perform and monitor standard IT processes and operations such as:
• Imaging computers.
• Replacing printer toner and parts.
• Disposing of outdated IT assets.
• Resolving trouble tickets from ServiceNow queues.
• Document and distribute information, including:
• Updating assets in Asset Center.
• Following knowledge base (KB) articles and unit-specific procedures.
• Maintain accurate logs, reports, and records:
• Contact lists, process logs, incident reports, customer updates, inventory, and maintenance records.
• Recognize and resolve problems within established procedures.
• Report issues that fall outside documented solutions.
• Support routine maintenance and inventory management of IT equipment and supplies.
• Apply technical knowledge to troubleshoot basic end-user issues (hardware, software, and network).

Required Skills & Knowledge

• Basic understanding of computing and networking fundamentals .
• Proficiency in Microsoft Office , intranet, and internet applications.
• Awareness of computer security policies and general cybersecurity principles.
• Strong communication and documentation skills.

Preferred Qualifications

• 1+ year of IT support experience , but recent graduates with strong fundamentals are encouraged to apply.

Education

• Degree in Information Technology or related field or equivalent relevant experience.
• High School Diploma or equivalent required.

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