Technical Support Analyst
Position is hybrid-a percentage of time weekly is required to be in the Omaha, Ne office.
Farm Credit Services of America (FCSAmerica) is a great place to work.
You see it in our people and the relationships they have with each other and our customers.
Our passion and commitment to serving both rural America and each other is key to our success in the marketplace.
The Technical Support Analyst is responsible for providing technical support to employees for technology incidents, fulfilling service requests, and completing new teammate equipment setups.
This role is focused on leading and/or assisting with coordination, communication, and training efforts to ensure successful implementation of new (or upgrades to existing) software systems, hardware, and mobile devices.
Essential Duties & Responsibilities Use automated call distribution phone system and software interface to respond to customers' and employees' technology-related issues and service requests verbally or electronically.
Use remote access software when appropriate to aid in problem identification and communication to customers/employees.
Facilitate resolution of incidents by isolating variables, and troubleshooting within assigned permissions, accessible knowledgebase, and subject matter expertise.
Escalate when needed to appropriate internal resources or external service providers.
As needed, address incidents and request assistance as needed from more experienced Analysts (or forward to more experienced Analysts) on an as needed basis.
Document service requests and incidents in service desk application, using that information to create knowledge base articles as appropriate for peers and self-service.
Conduct follow-up activities with callers as appropriate to ensure customer satisfaction.
Responsible for timely response, resolution facilitation, and logging of incidents reported after normal business hours when on-call.
Train end users primarily in formal group settings on mobile hardware (laptops, smartphones).
This includes writing and updating user reference tools.
Assist in the ongoing analysis and improvement of service desk processes to ensure operational efficiencies and consistent, quality customer experiences.
Actively participate in assigned functional and cross-functional team projects, fulfilling task assignments, meeting deadlines, and proactively seeking attainment of team goals.
May also lead functional and/or cross-functional team projects.
Education Requirements Bachelor's Degree Preferred inManagement of Information Systems Years of Experience Minimum of one yearof experience using and directly supporting end-users in a LAN environment with a variety of business hardware and software, including Windows 10, iOS and Android, Microsoft Office 365, SharePoint, laptops, smartphones, tablets, wireless technology, laser printers, scanners.
Knowledge of customer service philosophies and service management processes and the role of information management; computer hardware, software, environments, and related matters.
Experience in documenting and tracking end user incidents through resolution in service desk system required.
About UsFCSAmerica and Frontier Farm Credit are jointly managed financial cooperatives but are separately owned by their farmer and rancher customers.
Our customer-owners are directly served by their local financial and crop insurance team.
FCSAmerica supports rural communities and agriculture in Iowa, Nebraska, South Dakota and Wyoming.
Frontier Farm Credit supports eastern Kansas.
Together, we provide credit, crop insurance and other financial services to more than 60,000 agricultural producers and agribusinesses.
It takes a lot of expertise to meet the needs of today's agricultural industry, and our combined 1,900 employees provide that in areas of lending, risk management, technology, marketing, customer and employee education.
We have job opportunities in Omaha, Nebraska, where FCSAmerica is headquartered, and 48 local offices across five states.
We take pride in serving every aspect of agriculture, from the young and beginning producer to some of the nation's largest and most complex agribusinesses.
Apply now Recommended Skills Computer Architectures Customer Satisfaction Customer Service Information Management Information Systems Knowledge Base Estimated Salary: $20 to $28 per hour based on qualifications.
Farm Credit Services of America (FCSAmerica) is a great place to work.
You see it in our people and the relationships they have with each other and our customers.
Our passion and commitment to serving both rural America and each other is key to our success in the marketplace.
The Technical Support Analyst is responsible for providing technical support to employees for technology incidents, fulfilling service requests, and completing new teammate equipment setups.
This role is focused on leading and/or assisting with coordination, communication, and training efforts to ensure successful implementation of new (or upgrades to existing) software systems, hardware, and mobile devices.
Essential Duties & Responsibilities Use automated call distribution phone system and software interface to respond to customers' and employees' technology-related issues and service requests verbally or electronically.
Use remote access software when appropriate to aid in problem identification and communication to customers/employees.
Facilitate resolution of incidents by isolating variables, and troubleshooting within assigned permissions, accessible knowledgebase, and subject matter expertise.
Escalate when needed to appropriate internal resources or external service providers.
As needed, address incidents and request assistance as needed from more experienced Analysts (or forward to more experienced Analysts) on an as needed basis.
Document service requests and incidents in service desk application, using that information to create knowledge base articles as appropriate for peers and self-service.
Conduct follow-up activities with callers as appropriate to ensure customer satisfaction.
Responsible for timely response, resolution facilitation, and logging of incidents reported after normal business hours when on-call.
Train end users primarily in formal group settings on mobile hardware (laptops, smartphones).
This includes writing and updating user reference tools.
Assist in the ongoing analysis and improvement of service desk processes to ensure operational efficiencies and consistent, quality customer experiences.
Actively participate in assigned functional and cross-functional team projects, fulfilling task assignments, meeting deadlines, and proactively seeking attainment of team goals.
May also lead functional and/or cross-functional team projects.
Education Requirements Bachelor's Degree Preferred inManagement of Information Systems Years of Experience Minimum of one yearof experience using and directly supporting end-users in a LAN environment with a variety of business hardware and software, including Windows 10, iOS and Android, Microsoft Office 365, SharePoint, laptops, smartphones, tablets, wireless technology, laser printers, scanners.
Knowledge of customer service philosophies and service management processes and the role of information management; computer hardware, software, environments, and related matters.
Experience in documenting and tracking end user incidents through resolution in service desk system required.
About UsFCSAmerica and Frontier Farm Credit are jointly managed financial cooperatives but are separately owned by their farmer and rancher customers.
Our customer-owners are directly served by their local financial and crop insurance team.
FCSAmerica supports rural communities and agriculture in Iowa, Nebraska, South Dakota and Wyoming.
Frontier Farm Credit supports eastern Kansas.
Together, we provide credit, crop insurance and other financial services to more than 60,000 agricultural producers and agribusinesses.
It takes a lot of expertise to meet the needs of today's agricultural industry, and our combined 1,900 employees provide that in areas of lending, risk management, technology, marketing, customer and employee education.
We have job opportunities in Omaha, Nebraska, where FCSAmerica is headquartered, and 48 local offices across five states.
We take pride in serving every aspect of agriculture, from the young and beginning producer to some of the nation's largest and most complex agribusinesses.
Apply now Recommended Skills Computer Architectures Customer Satisfaction Customer Service Information Management Information Systems Knowledge Base Estimated Salary: $20 to $28 per hour based on qualifications.
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