Agency Support Analyst

Michigan Farm Bureau; Lansing, Northern (MI, KY); On-site; USD 49,000 - 60,000; Full time

Benefits offered by this job

Full benefits package

Hybrid work environment

Job summary

Michigan Farm Bureau is seeking a Level I technical support professional to provide frontline end-user assistance in a hybrid work environment in Lansing, MI. The role covers hardware, software, network, and application support for a broad user base, with a focus on resolving most issues at first contact.

The position requires a high school diploma, 3 years of IT experience, and knowledge of insurance concepts, complemented by strong communication and customer service skills.

Qualifications

• High school diploma or equivalent required.
• Three years of information technology experience or concentrated use of personal computers required.
• Good understanding of insurance concepts required.
• Demonstrated ability to communicate clearly to a wide audience.

Responsibilities

• Provide end-user problem support for hardware, software, network, and related procedures.
• Resolve the majority of problems on first contact or escalate to Level II as needed.
• Document all reported problems in the service desk system and track resolutions.

Skills

IT help desk experience

Clear communication

Problem solving

Customer service

Insurance concepts

Education

High school diploma or equivalent

Associate’s or bachelor’s preferred

Job description

To provide Level I technical support in a call center environment for up to 2,400 end-users. To provide proactive communication to all appropriate parties regarding online production system issues and outages. To provide problem analysis, resolution and coordination services to customers who require assistance in solving day-to-day operating problems related to specific application software systems, generic use utility software, personal computers and related equipment; network access; production batch output; and technical operating procedures. To recognize, analyze, and report ongoing problem trends and document solutions in a service desk tracking system.

Provide end-user problem support by giving immediate response to end-user problems and questions related to computer hardware, application and system software, network communications, batch production processing, system and network administration, and related business procedures. Analyze and independently resolve 75 percent of assigned problems on initial end-user contact. Request assistance of senior analyst or Level II support if unable to determine immediate resolution. Assign unresolved complex problems to Level II technical support or other support personnel as appropriate. Dispatch unresolved network problems to appropriate vendors. Follow up on all open problems to assure timely response to the end-user. Document all reported problems on the problem tracking system.

Provide a solid level of support to applications and products including, but not limited to, FBCARES, Microsoft Word, Excel, Outlook, Online Forms, Eforms, Security Forms, Auto/Member, Homeowners, BAP Quote, Customer Center/Lienholder, Document Center, Farmowners, Life Solutions, Photo Upload, RCT, BVS, Life Wizard, Online Manuals, Guardian, Farm Bureau Portal knowledge and navigation, Internet Explorer, Agent Log File, US Signal, Payroll's ADP EeTime, LexisNexis-MVRs/Pay Advantage, Active Directory, Query, printing of all applications, printing hardware problems, Office Communicator, basic mainframe knowledge, Cipher Trust, E-mail Encryption, and Password Self Service.

Provide a solid level of understanding and knowledge related to the operational aspects of the Field Force environment including workstation and printer hardware usage.

Requirements

• High school diploma or equivalent required.
• Three years of experience in information technology or concentrated use of personal computers required.
• Good understanding of insurance concepts required.
• Demonstrated ability to communicate clearly, succinctly and in a manner that appeals to a wide audience.

• Associate's or bachelor's degree in business or computer science preferred.
• Experience in customer service or technical help desk environment preferred.
• Understanding of Farm Bureau's processing environment preferred.

Farm Bureau offers a full benefit package including medical, dental, vision, and 401K.

Work Type

Hybrid

Standard Hours

8:00am-4:30pm

Position Type

Full-time

54,743

Location(s)

Lansing , Michigan 48917

The Michigan Farm Bureau Family of Companies is an equal opportunity employer. The Company will not discriminate against applicants or employees on the basis of race, color, religion, national origin, age, sex, pregnancy (including childbirth or related medical condition), disability, genetic information, sexual orientation, gender identity, military status, citizenship, or any other class protected by applicable law. In accordance with Michigan's Persons with Disabilities Civil Rights Act, the companies listed above advise you as follows: If you believe that any of the above-listed companies has failed to accommodate you as a disabled individual, you may allege a violation against that company for failing to so accommodate you, but only if you have notified that company in writing of your need for accommodation within 182 days after the date on which you knew, or reasonably should have known, that an accommodation was needed by you to perform the job which you hold or seek.