Client Support and Operations Specialist

Description

POSITION SUMMARY

The Client Support and Operations Specialist provides first tier computer and network technical support for CU*Answers, cuasterisk.com partners, their combined clients, and CU*Answer 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 eDOC 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 such as CU*Answers eDOC ASP new client installations and CU*Answers conversions.
5. Provide support for Microsoft Windows Server and Desktop operating systems.
6. Assist on network implementation projects such as domain migrations and firewall installs.
7. Perform daily and weekly administrative and maintenance tasks on client hardware.
8. 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.
9. Perform additional duties as assigned to support organizational goals and evolving business needs.

1. High School graduate, GED, or equivalent work experience. Equivalent work experience equal to 1-2 years of prior office experience in information technology field.
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 10 and Windows 11.
4. Ability to perform technical support duties for CU*BASE hardware and software support.
5. Ability to create technical product documentation for hardware/software installations, troubleshooting techniques and problem resolution.
6. Excellent verbal and written communication skills.
7. Ability to deal with external clients as well as internal staff.
8. Excellent attention to detail and accuracy.
9. Ability to use discretion when dealing with sensitive or confidential data.
10. Ability to work effectively with other CU*Answers teams.
11. Ability to operate telephone, photocopier, fax machines and PC workstation.
12. Regular and predictable attendance.
13. Embrace and adhere to the company mission and the seven cooperative principles of a cooperative.
14. Ability to travel by auto or plane to multiple locations throughout the United States including but not limited to client sites, other building locations, general errands, etc. This travel could be multiple times per day, once daily, weekly, monthly, or annually.
15. Possess a valid driver's license with an insurable driving record.

Requirements

WORK ENVIRONMENT & PHYSICAL ACTIVITIES

CU*Answers operates in a professional office building setting. Some job assignments at CU*Answers 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*Answers is committed to working with its employees to reasonably accommodate them with the physical aspects of the position.

Notice

This job description is not intended to be, nor should be construed as a contract for employment. CU*Answers makes no guarantee of permanent employment. This job description is to be used as a guideline to give the employee an understanding of what CU*Answers has defined this position to be.

CU*Answers will make reasonable accommodations for the known physical or mental disabilities of qualified applicants unless to do so would cause an undue hardship. Disabled individuals who feel accommodation is needed to perform their job, or the job for which they have applied, must notify CU*Answers in writing of the need for reasonable accommodation within 180 days after the date the individual knew or reasonably should have known that an accommodation was needed. CU*Answers, thereafter, will make all reasonable accommodations unless to do so would pose an undue hardship.

CU*Answers is willing to accommodate disabilities to the extent a financial service organization can without impacting financial control or member service. CU*Answers is an Equal Opportunity Employer.