Computer Support Associate II - Infrastructure

CTC; Moline (IL); On-site; USD 85,000 - 110,000; Full time

Job summary

CTC is seeking an experienced IT infrastructure support professional to monitor and manage a stable computing environment. You will participate in incident management, troubleshooting, and on-call rotations to ensure smooth operations in a critical data center setting.

Responsibilities include logging and reporting on processes, maintaining equipment and documentation, performing routine hardware tasks, and assisting with software upgrades according to established procedures.

Qualifications

• 5+ years of experience in infrastructure and IT support.
• Experience monitoring, reporting, and triaging changes within processes.
• Strong verbal and written communication, able to work in a collaborative team.

Responsibilities

• Monitor mainframe job network and restart as needed based on predefined choices.
• Document, log, and report process information and issues.
• Maintain equipment, supplies, and data supporting operations.
• Assist in software upgrades and routine hardware maintenance.
• Troubleshoot user problems following scripts or procedures.

Skills

Monitoring IT infrastructure

Incident management

Change management

Problem analysis

On-call support

Team collaboration

Communication skills

Job description

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 problems

Ability 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 files

Applies 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.