End-User Tech Support Analyst — Production & Help Desk

Farm Bureau Insurance of Michigan; Lansing (MI); On-site; USD 36,000 - 48,000; Full time

Job summary

Newsletter Jobs is seeking a Level I technical support specialist to assist up to 2,400 end-users in a busy call center. You will diagnose hardware, software, and network issues, guide users through procedures, and document resolutions in our tracking system.

We require a minimum of three years in IT or heavy PC usage, plus a high school diploma or equivalent. Strong communication and customer service skills are essential; associate or bachelor degrees are preferred.

Qualifications

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

Responsibilities

• Provide Level I technical support in a call center for end-users.
• Analyze and resolve problems on initial contact where possible; escalate as needed.
• Document all issues in the problem tracking system and follow up on open problems.

Skills

Communication skills

Customer service

Problem solving

Education

High school diploma or equivalent

Associate's degree

Bachelor's degree

Tools

Microsoft Word

Excel

Outlook

Active Directory

Job description

Newsletter Jobs is seeking a Level I technical support specialist to assist up to 2,400 end-users in a busy call center. You will diagnose hardware, software, and network issues, guide users through procedures, and document resolutions in our tracking system.

We require a minimum of three years in IT or heavy PC usage, plus a high school diploma or equivalent. Strong communication and customer service skills are essential; associate or bachelor degrees are preferred.