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

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.

Key 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 on 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.

Minimum Qualifications:

• 1-5 years of 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.
• Bachelor’s Degree Management of Information Systems or equivalent work experience required.

Preferred Qualifications:

• Bachelor’s Degree Management of Information Systems or equivalent work experience required.