Client Support and Operations Team

POSITION:

Support specialist (level 1)

FLSA: Non- Exempt
REPORTS TO: Client Support and Operations Manager
DEPARTMENT: CU*Northwest Network Services, Client Support and Operations Department

POSITION SUMMARY

The Support Specialist Level 1 (SS1) provides first tier computer and network technical support for CU*NorthWest, cuasterisk.com partners and their combined clients, and CU*Answers Network Services clients.

ESSENTIAL JOB FUNCTIONS

  1. First point of contact to assist with all aspects of computer/network hardware and communications support.
  2. Provide primary technical support for CU*BASE GOLD, CU*Answers Imaging ASP Solution and related hardware.
  3. Provide primary technical support for Managed Services technologies, including firewalls, servers, and routers.
  4. Assist on core product implementation projects, new client installations and CU*NorthWest conversions.
  5. Assist on network implementation projects such as domain migrations and firewall installs.
  6. Perform daily and weekly administrative and maintenance tasks on client hardware.
  7. Maintain a positive contribution as a member of the Client Support and Operations Team, and complete all tasks assigned by management to meet team objectives.

JOB QUALIFICATIONS

  1. High School graduate or equivalent is required.
  2. Knowledge of networking fundamentals (TCP/IP, subnetting, routing) and essential server administration (Active Directory user/group management, Exchange mailbox creation).
  3. Strong desktop support skills, including Windows XP and Windows 7.
  4. Ability to travel to client sites to provide support, including overnight and weekend stays.
  5. Ability to use discretion when dealing with sensitive or confidential data.
  6. Ability to perform technical support duties for CU*BASE hardware and software support.
  7. Ability to create technical product documentation for hardware/software installations, troubleshooting techniques and problem resolution.

WORK ENVIRONMENT & PHYSICAL ACTIVITIES

CU*NorthWest operates in a professional office building setting.  Some job assignments at CU*NorthWest are primarily conducted within the office building(s) while others have moderate to extensive travel responsibilities as described in the Job Functions and/or Job Qualifications section(s) above. CU*NorthWest is committed to working with its employees to reasonably accommodate them with the physical aspects of the position.