Computer Support Associate

Computer Support Associate

Job Description

Role Summary
Provides on-site field services support for end-user computing and workplace technology. This role delivers deskside, walk-up, and smart-hands support for a defined user community by executing standardized processes, supporting
collaboration spaces, and maintaining reliable technology environments.

Key Responsibilities
Provide on-site deskside 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 MTR equipment.
Perform computer deployments and refreshes, including imaging, configuration, setup, and user handoff.
Manage asset lifecycle activities, including receiving, tagging, inventory updates, redeployment, and secure disposal.
Support printers and peripherals, including basic troubleshooting, toner replacement, and vendor coordination.
Resolve incidents and requests from ServiceNow queues using documented knowledge articles and unit processes.

Operational & Documentation Duties
Execute standard, repeatable processes that are stable and well-documented.
Accurately document work, outcomes, and follow-up actions in ServiceNow and asset management systems.
Maintain basic records such as asset data, inventory logs, process documentation, and customer updates.
Communicate clearly and professionally with users, peers, and partner teams.

Problem Resolution & Escalation
Identify issues with supported environments or processes.
Resolve issues using pre-established solutions where available.
Escalate issues outside defined procedures with clear documentation and context.

Required Skills & Knowledge
Working knowledge of desktop and laptop hardware, peripherals, and operating systems.
Ability to follow KB articles and documented procedures to troubleshoot issues.
Familiarity with enterprise support tools (e.g., ServiceNow, asset systems).
Strong customer service, organization, and communication skills.

Highly preferred skill:

Someone who has some Audio Video (A/V) experience; that might include Microsoft Teams Rooms (MTR) and conference room support

Notes

1st shift (roughly 7:30 - 4; flexible).

VIVA is an equal opportunity employer. All qualified applicants have an equal opportunity for placement, and all employees have an equal opportunity to develop on the job. This means that VIVA will not discriminate against any employee or qualified applicant on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.