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Technical Support Analyst

Company: CareerLink
Location: Omaha
Posted on: April 10, 2021

Job Description:

The Technical Support Analyst provides technical support to employees and customers on technology incidents, service requests and end user equipment setups. Additionally, the incumbent will perform technical work in the configuration, testing and installation of new and existing hardware and software. Lead and/or assist with coordination, communication and training efforts to ensure successful implementation of new (or upgrades to existing) software systems, hardware, and mobile devices. Assist in review and ongoing improvements to teamwork flows and service desk processes. The successful candidate will be team-oriented, customer focused, pleasant on the phone and excels in a fast-paced environment. This individual will be capable of juggling multiple tasks and switching gears on the fly. This person will also lead and/or assist with coordination, communication and training efforts that will 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 an 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 with customers/employees.--- Facilitate resolution of incidents by isolating variables, and troubleshooting within assigned permissions, accessible knowledgebase and subject matter expertise.--- Escalate to appropriate internal resources or external service providers when needed.--- Document service requests and incidents in service desk application, using that information to create knowledge base articles as appropriate for peers and end users.--- Conduct follow up activities with callers as appropriate to ensure customer satisfaction.--- Rotating after hours on call responsibilities.--- Assist technical research, planning, and implementation of new software and hardware (laptops, tablets, smartphones, MFD's).--- This includes business need and technical analysis, requisition demos from vendors, vendor and product deliberation, proof of concept, developing user reference and training materials (e.g. videos, quick reference guides) and other technical documentation.--- Ability to obtain working knowledge of Frontier Farm Credit, Farm Credit Services of America and the Farm Credit System.--- Communication, both oral and written; tact, diplomacy and skill in negotiating and mediation to arrive at solutions for projects.--- Skills in analysis and definition of Association need, priorities or problems. Evaluation of hardware and software with recommendations for solutions to problems or use within Association.--- Ability to work independently and complete tasks on a timely basis in an unstructured environment.--- Exercise leadership and judgment; analyze, evaluate and develop solutions to complex problems; make a positive personal impact on others; be innovative and creative and be logical and objective.--- Train, instruct and provide guidance to others.--- Interact positively with representatives of other associations, vendors and commercial entities. Qualifications --- Ideal candidate will have one to five years' experience using and directly supporting end users in a LAN environment with a variety of business hardware and software, including Windows 7+, iOS and Android, Microsoft Office 2010+, SharePoint2010, laptops, smartphones, tablets, wireless technology, laser printers, scanners.--- Experience in documenting and tracking end user incidents through resolution in service desk system (we use ServiceNow) required.--- Working Knowledge of customer service philosophies and service management processes and the role of information management; computer hardware, software, environments and related matters.--- Bachelor's Degree in MIS, Computer Science, or related field is preferred.

Keywords: CareerLink, Omaha , Technical Support Analyst, Professions , Omaha, Nebraska

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