ITS Location Support CO-OP

As a member of the IS Location Team, the IS Coop is responsible for the more routine maintenance and support of the standard hardware/software technology in use at the firm. This could range from configuring and moving a workstation to inputting data into local operational processes, like PC inventory, to escalating a technical issue to a more senior tech within the team;The IS Coop works independently on tasks and service requests but gets active guidance from more senior technical resources within the location team; andEffective support of our technology is critical to ensuring productivity of associates as they work in turn to serve our external customers.Specific Accountabilities
Â* Performs builds of new hire PCs and upgraded PCs;
Â* Performs basic PB and peripheral repairs;
Â* Performs refresh of laptop loaners;
Â* Performs builds of basic laptops;
Â* Performs inventory/parts processes;
Â* Performs move process;
Â* Performs Remedy ticket processes;
Â* Performs basic printer troubleshooting;
Â* Performs basic network connectivity troubleshooting;
Â* Performs basic software installation processes;
Â* Follows standard operating processes for routine situations and asks for guidance in new or unusual situations; and
Â* Follows unit procedures for attendance and accurate time reporting.Deliverables and Performance Measures
Â* Responds to assigned Remedy tickets (routine and urgent) within the timeframe specified by the current IS service level agreement and works issues through to resolution;
Â* Maintains appropriate documentation within the Remedy system as determined through periodic ticket quality reviews;
Â* Maintains or exceeds the current IS Customer Satisfaction survey standards based on Remedy tickets surveyed; and
Â* Maintains or exceeds the current standards in place for issue-free moves.Conditions
Able to lift and move objects up to 50 pounds and to stoop or flex into tight spaces.
REQUIREMENTS
Education, Certifications, and Work Experience Required
Â* College degree preferred; and
Â* 01 years of work experience within the field of PC Support.Technical Competencies and Skills Required
Learns the following skills and demonstrates skill proficiency in:
Â* Basic new hire and upgrade PC build processes;
Â* Basic PC and peripheral repair processes;
Â* Basic laptop loaner refresh process;
Â* Basic laptop build process;
Â* Basic inventory/parts processes;
Â* Basic move process;
Â* Basic Remedy ticket process;
Â* Basic printer troubleshooting process;
Â* Basic network connectivity troubleshooting process; and
Â* Basic software installation processes.Competencies
Â* Works well as part of a team
(Adaptability and Flexibility, Communications);
Â* Receives coaching in an open manner and works to apply it
(Coaching & Feedback, Adaptability & Flexibility);
Â* Demonstrates acceptable communication skills in a consistent manner
(Communications);
Â* Learns technical topics in an effective manner and uses team members effectively as resources
(Technical Perspective, Delivering Measurable Results);
Â* Retains knowledge within a growing base of knowledge
(Excellence & Continuous Improvement, Delivering Measurable Results, Technical Perspective);
Â* Works independently with supervision
(Delivering Measurable Results);
Â* Uses their own time and others time effectively, and seeks out additional assignments as they become available
(Delivering Measurable Results);
Â* Escalates issues to their team members that are beyond their scope
(Problem Solving & Decision Making, Technical Perspective);
Â* Uses acceptable customer service skills on a consistent basis
(Excellence & Continuous Improvement, Communication);
Â* Uses designated reference documentation in an effective manner
(Role Specific);
Â* Uses basic problem solving skills
(Problem Solving & Decision Making);
Â* Demonstrates consistent attention to detail and follow through skills
(Excellence & Continuous Improvement, Delivering Measurable Results).Hewitt Associates is a global outsourcing and consulting firm delivering a complete range of human capital management services to companies, including HR & Benefits Outsourcing, Payroll, Health Management, Retirement & Financial Management, and Talent & Organization Consulting.Our associates have been instrumental in developing innovative solutions that have helped our clients become some of the most successful companies in the world. Today, our client roster includes more than half of Fortune 500 companies and more than a third of Fortune Global 500 companies.