General Summary:

The Golden West Technologies’ Network Operations Center (NOC) is the technical core of our Technology Leadership offering, providing proactive management of our clients’ technology infrastructure.  The NOC team strives to elevate the experience of our customers in two distinct ways: 1) Systematically and thoroughly addressing the reactive, day-to-day problems that crop up in any technology solution and 2) Using a standards-based and prioritized approach to regularly audit, report and rectify root causes of both operational and cybersecurity risk.  This approach provides our customers with a reliable, secure and low “noise” technology infrastructure upon which they can build their organizations.  The NOC team manages approximately 50 core customers across the region in a variety of verticals, including business, K-12 & post-secondary schools, local government and tribal organizations. 

The NOC Support Technician’s role is primarily reactive – responding to customer issues to provide a quick and comprehensive solution to their technology problems.  However, the position does include some proactive work, typically monitoring systems, tools and alerts to address underlying issues.  The NOC Support Technician is responsible for supporting and maintaining customers’ computer hardware, software and networks, including desktops, servers, switches, routers, wireless access points, firewalls, printers and backup systems. The technician works closely with customers via telephone and email. The NOC Support Technician analyzes and responds to network and security related alerts for managed devices/services.

Essential Job Functions:

• Provides remote support for Windows desktop and server operating systems.
• Provides remote support for switches, routers, wireless access points, firewalls and backup systems.
• Provides remote support for printers and other peripherals.
• Schedules and deploys firewall firmware upgrades.
• Analyzes and sends notifications for security detections.
• Analyzes and responds to network alerts.
• Provides system backup monitoring and support.
• Efficiently tracks time and provides detailed work-performed documentation.
• Provides and updates customer network documentation.
• Works with NOC Technical Alignment Engineer and Centralized Services Technician to determine where further administration and automation is needed.
• Maintains confidentiality.
• On Call rotation.

Other Responsibilities:

• Performs all other related duties as assigned by Management.

Knowledge, Skills & Abilities:

• Knowledge of Microsoft Professional Operating Systems along with basic knowledge of Microsoft Server Operating Systems.
• Knowledge of Desktop PC, printer and other peripheral hardware.
• Basic knowledge of networking equipment including hardware firewalls.
• Basic knowledge of network security.
• Knowledge of Internet browsers, Microsoft Office, and other common applications.
• Basic network diagnostics and troubleshooting techniques required.
• Ability to respond promptly to customer needs, requests for service and assistance.
• Ability to problem solve, using all available resources to find resolution.
• Ability to communicate verbally and in written formats with customers, co-workers and business associates in a professional and courteous manner.
• Ability to function effectively as a team player.
• Ability to adapt to changes in the work environment and external influences.
• Ability to manage competing demands and change approach or method to best fit the situation.
• Ability to undertake self-development activities.
• Knowledge of Company policies and procedures.

Education and/or Experience:

Degree in Information Technology, Information Systems, Computer Science, Computer Engineering or related fields; or a minimum of two year’s related experience and/or training; or equivalent combination of education and experience.

Certifications, Licenses, Registrations:

Microsoft Desktop certification or equivalent education/certification highly preferred.

Physical Requirements:

Working Conditions:

Good working conditions with the absence of disagreeable conditions. Climate controlled building with adequate lighting and space. The noise level in the work environment is usually moderate.

Note:

To perform this job successfully, an individual must be able to perform the essential duties satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Disclaimer:

The statements herein are intended to describe the general nature and level of work being performed by employees, and are not to be construed as an exhaustive list of responsibilities, duties and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer.