Senior Technical Support Analyst

Farm Credit Bank of Texas; Austin (TX); On-site; USD 65,000 - 95,000; Full time

Benefits offered by this job

Health insurance

401(k) plan with employer match

Paid holidays

Tuition reimbursement

Volunteer time off

Job summary

Farm Credit Bank of Texas is seeking a Technical Support Analyst II to deliver advanced technical support across desktop, mobile, networking, and enterprise platforms. You will be the escalation point for complex issues, partnering with IT, Security, and business teams to resolve problems while maintaining service levels.

You will mentor junior staff, document solutions, and help drive continuous improvement in support processes, ensuring a secure and productive technology experience for Bank

Qualifications

• Associates degree or certificate in CS/IS or equivalent experience.
• 4–6 years supporting computer hardware, software, and end-user devices.
• Advanced knowledge of Windows, macOS, and Linux environments.
• Experience in enterprise IT support and incident management.
• Strong troubleshooting, analytical, and communication skills.

Responsibilities

• Serve as escalation point for advanced technical support for desktops, laptops, mobile devices, and network connectivity.
• Troubleshoot and resolve issues using a structured problem-solving approach with strong customer service.
• Manage incidents, service requests, and problem tickets to meet SLAs.
• Document resolutions and troubleshooting steps in the ITSM platform.
• Coordinate with engineers, vendors, and cross-functional teams to implement solutions.
• Provide training and guidance to less experienced team members.
• Develop knowledge base articles and troubleshoot guides for efficiency.
• Assist with deployments, upgrades, and hardware refreshes.
• Monitor recurring issues and propose process improvements.
• Stay current on technology trends and product releases relevant to end-user support.

Skills

Troubleshooting

Communication

Teamwork

Independent work

Leadership

Education

Associate's degree or certificate in Computer Science/Information Systems

Tools

ServiceNow

Microsoft 365

Active Directory

VPN/DNS/DHCP

Job description

Farm Credit Bank of Texas is seeking a Technical Support Analyst II to deliver advanced technical support across desktop, mobile, networking, and enterprise platforms. You will be the escalation point for complex issues, partnering with IT, Security, and business teams to resolve problems while maintaining service levels.

You will mentor junior staff, document solutions, and help drive continuous improvement in support processes, ensuring a secure and productive technology experience for Bank