Senior Technical Support Analyst II

Farm Credit Bank of Texas; United States; On-site; USD 65,000 - 85,000; Full time

Benefits offered by this job

Flexible health & wellness benefits

401(k) match and employer contribution

Paid holidays

Tuition-reimbursement

Volunteer time off

Professional development

Job summary

Farm Credit Bank of Texas is seeking an experienced Technical Support Analyst II to deliver advanced end-user support across desktops, laptops, mobile devices, and enterprise platforms. You will collaborate with IT teams, resolve complex incidents, and help improve service delivery through documentation and coaching.

The role requires 4–6 years of enterprise support experience, proficiency in Windows and Microsoft 365, and familiarity with ServiceNow or similar ITSM platforms.

Qualifications

• Associate degree or higher in CS/Info Systems or related field or equivalent experience.
• 4–6 years of experience in enterprise technical support and end-user computing environments.
• Advanced knowledge of Windows OS, Microsoft 365, and related productivity tools.
• Experience providing technical support in large IT environments.
• Strong troubleshooting, analytical, and communication skills.
• Ability to manage multiple priorities in a fast-paced service desk.

Responsibilities

• Escalation point for complex technical issues for the Customer Support team.
• Manage incidents, service requests, and problem tickets to ensure timely resolution.
• Document troubleshooting steps, resolutions, and knowledge articles in the ITSM platform.
• Collaborate with engineers, vendors, and internal teams to resolve issues and deploy solutions.
• Mentor junior team members and contribute to training and knowledge sharing.
• Assist with technology deployments, software upgrades, and hardware refresh projects.
• Proactively identify trends and opportunities to improve support processes and user experience.

Skills

Windows OS

Microsoft 365

Troubleshooting

Customer service

Communication

Incident management

Mentoring

Education

Associate degree in CS/IT

Tools

ServiceNow

Ticketing systems

Active Directory

Job description

Farm Credit Bank of Texas is seeking an experienced Technical Support Analyst II to deliver advanced end-user support across desktops, laptops, mobile devices, and enterprise platforms. You will collaborate with IT teams, resolve complex incidents, and help improve service delivery through documentation and coaching.

The role requires 4–6 years of enterprise support experience, proficiency in Windows and Microsoft 365, and familiarity with ServiceNow or similar ITSM platforms.