Computer Support Associate I - Infrastructure

IT Support Analyst / End?User Computing Support

Location: Urbandale, Iowa - OnsiteSchedule: 1st Shift (roughly 7:30 AM – 4:00 PM; flexible)Compensation: $24–$26/hourBenefits: Medical, Dental, Vision, 401(k)Visa Sponsorship: Not available now or in the future

About The Role

We are seeking an IT Support Analyst to provide on?site end?user computing and workplace technology support for a defined user community. This role focuses on deskside, walk?up, and smart?hands support, executing standardized processes to ensure reliable, high?quality technology services. The ideal candidate is customer?focused, process?driven, and comfortable supporting a wide range of end?user devices and collaboration technologies in an enterprise environment.

Key Responsibilities

• Provide on?site deskside and walk?up support for laptops, desktops, peripherals, operating systems, and approved software
• Deliver smart?hands support for infrastructure, network, server, and A/V teams following documented procedures
• Support conference rooms and collaboration spaces, including displays, cameras, microphones, and Microsoft Teams Rooms (MTR) equipment
• Perform computer deployments and refreshes, including imaging, configuration, setup, and end?user handoff
• Manage asset lifecycle activities such as receiving, tagging, inventory updates, redeployment, and secure disposal
• Support printers and peripherals, including basic troubleshooting, toner replacement, and vendor coordination
• Resolve incidents and service requests through ServiceNow queues using knowledge articles and standard processes

Operational & Documentation Duties

• Execute stable, repeatable, and well?documented support processes
• Accurately document work performed, outcomes, and follow?up actions in ServiceNow and asset management systems
• Maintain basic records including asset data, inventory logs, process documentation, and customer updates
• Communicate clearly and professionally with end users, peers, and partner teams

Problem Resolution & Escalation

• Identify issues within supported environments or operational processes
• Resolve issues using established solutions and documented procedures
• Escalate issues outside defined scope with clear documentation, troubleshooting context, and impact details

Typical Day / Week

• Deskside and walk?up support for end users
• Incident and request resolution via ServiceNow
• Device imaging, deployments, and refresh activities
• Conference room and collaboration technology support
• Asset tracking, inventory updates, and documentation
• Coordination with infrastructure, network, and A/V teams

Required Qualifications

• Working knowledge of desktop and laptop hardware, peripherals, and operating systems
• Ability to follow knowledge base articles and documented troubleshooting procedures
• Familiarity with enterprise IT support tools such as ServiceNow and asset management systems
• Strong customer service mindset with excellent communication and organizational skills

Preferred / Nice?to?Have Experience

• Prior deskside, desktop, or end?user computing support experience
• Experience supporting conference rooms, A/V equipment, or MTR environments
• Experience with device imaging, deployments, and asset lifecycle management

Soft Skills

• Customer?focused and service?oriented approach
• Strong attention to detail and documentation accuracy
• Ability to follow standardized processes while escalating appropriately
• Clear verbal and written communication skills

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