Senior Technical Support Analyst II: End-User IT

Farm Credit Bank of Texas; Austin (TX); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Health & wellness benefits

401(k) with employer match

Paid vacation and holidays

Fertility & parental leave

Volunteer time off

Job summary

Farm Credit Bank of Texas in Austin, TX is seeking a skilled Technical Support Analyst II to deliver advanced technical support for desktops, mobile devices, and enterprise platforms. You will serve as a primary escalation point and partner with IT teams to resolve complex issues.

The role emphasizes incident resolution, knowledge sharing, and process improvement, with opportunities to mentor teammates and contribute to deployments and upgrades.

Qualifications

• Associate's degree or equivalent professional experience in a related field.
• 4-6 years of experience supporting computer hardware, software, mobile devices, networking, and end-user computing environments.
• Advanced knowledge of Microsoft operating systems and Microsoft 365 applications.
• Experience providing technical support within enterprise technology environments.

Responsibilities

• Serve as an escalation point for Customer Support for desktops, laptops, mobile devices, printers, network connectivity, and other end-user technologies.
• Troubleshoot and resolve technical issues with a structured, methodical problem-solving process and high customer service.
• Manage incidents, service requests, and problem tickets to ensure timely resolution and SLA adherence.
• Document troubleshooting activities, resolutions, and customer interactions in the ITSM platform.
• Coordinate with engineers, vendors, and internal teams to resolve complex issues and implement effective solutions.
• Follow up with users to ensure successful resolution and provide training when appropriate.
• Develop and maintain knowledge base articles and troubleshooting guides.

Skills

Windows troubleshooting

Microsoft 365 administration

Customer service & communication

Networking basics (TCP/IP, DNS)

Problem-solving & analytical skills

Education

Associate's degree in Computer Science / Information Systems

Tools

ServiceNow

Job description

Farm Credit Bank of Texas in Austin, TX is seeking a skilled Technical Support Analyst II to deliver advanced technical support for desktops, mobile devices, and enterprise platforms. You will serve as a primary escalation point and partner with IT teams to resolve complex issues.

The role emphasizes incident resolution, knowledge sharing, and process improvement, with opportunities to mentor teammates and contribute to deployments and upgrades.