Senior Technical Support Analyst II - End-User Tech & Services

Farm Credit Bank; Austin, Northern (TX, KY); Hybrid; USD 60,000 - 85,000; Full time

Benefits offered by this job

Health and wellness benefits

401(k) with employer match

Vacation and holidays

Fertility and parental leave

Job summary

Farm Credit Bank of Texas is seeking a Tech Support Analyst II to deliver advanced technical support to employees across the bank, serving as a key escalation point for the Customer Support team. The role focuses on incident resolution, knowledge sharing, and ongoing improvements to service delivery.

Working within the IT team, you will resolve issues across desktops, mobile devices, networking, software applications, and enterprise platforms while mentoring junior staff and contributing to

Qualifications

• Associate's degree, technical institute degree or certificate in Computer Science, Information Systems, or a related field; or equivalent professional experience.
• Four to six years of experience supporting computer hardware, software, mobile devices, networking technologies, and end-user computing environments.
• Advanced knowledge of Microsoft operating systems, Microsoft 365 applications, and related productivity technologies.
• Experience providing technical support within enterprise technology environments.

Responsibilities

• Serve as an escalation point for Customer Support by providing advanced technical assistance for desktops, laptops, mobile devices, printers, network connectivity, and other end-user technologies.
• Troubleshoot and resolve technical issues with a structured problem-solving approach and high customer service.
• Document troubleshooting activities, resolutions, and customer interactions in the ITSM platform.
• Coordinate with engineers, developers, vendors, and internal teams to resolve complex issues and implement solutions.

Skills

Desktop support

Mobile devices support

Networking basics

Troubleshooting

Customer service

Documentation

Education

Associate's degree in Computer Science or related field

Tools

ServiceNow

Microsoft 365

End-user support tools

Job description

Farm Credit Bank of Texas is seeking a Tech Support Analyst II to deliver advanced technical support to employees across the bank, serving as a key escalation point for the Customer Support team. The role focuses on incident resolution, knowledge sharing, and ongoing improvements to service delivery.

Working within the IT team, you will resolve issues across desktops, mobile devices, networking, software applications, and enterprise platforms while mentoring junior staff and contributing to