Technical Support Analyst

Farm Credit Services; Omaha (NE); On-site; USD 52,000 - 68,000; Full time

Job summary

Farm Credit Services in Omaha, NE is seeking a Technical Support Analyst to provide frontline technical support for employees and customers, handling incidents, service requests, and end-user device setups.

The role involves hardware/software installation, asset management, vendor coordination, and creating knowledge base articles to improve service delivery and workflows.

Qualifications

• Bachelor's degree in MIS or equivalent information systems degree.
• 2+ years supporting end users in a networked environment with diverse hardware, OS, and software.

Responsibilities

• Respond to employees and customers using phone, in-person, or electronic channels.
• Configure, test, and install hardware and software plus manage asset lifecycles.

Skills

Technical support

Asset management

Vendor coordination

Knowledge base

On-call support

Education

Bachelor's degree in MIS

Job description

We are seeking a Technical Support Analyst to join our team.In this role, you will be responsible for providing technical support to employees and customers on technology incidents, service requests, end-user equipment setups, and in-person support needs. Perform technical work in the configuration, testing, and installation of new and existing hardware and software. Manage and support asset lifecycle processes, including procurement, inventory, refresh, and disposal. Work closely with vendors to coordinate purchasing, support, and issue resolution. Lead and/or assist with coordination, communication, and training efforts to ensure successful implementation of new or upgraded software systems, hardware, and mobile devices. Assist in the review and continuous improvement of internal workflows, asset management practices, and service desk processes.

• Use an automated call distribution phone system and software interface to respond to customers' and employees' technology-related issues and service requests verbally, in-person, or electronically.


• Facilitate resolution of incidents by isolating variables, and troubleshooting within assigned permissions, accessible knowledgebase and subject matter expertise. Escalate when needed to appropriate internal resources or external service providers.


• Document service requests and incidents in service desk application, using that information to create knowledge base articles as appropriate for peers and end users. Conduct follow up activities with callers as appropriate to ensure customer satisfaction.


• Responsible for timely response, resolution facilitation, and logging of incidents reported after normal business hours. Incidents are received from end users via cell phone. On-call rotations are shared amongst all Technical Support Analysts and are rotated on a weekly basis.


• Manage and support asset lifecycle processes, including procurement, inventory tracking, refresh, and disposal. Gather, provision, and deploy hardware for onboarding and cross-boarding of employees, including performing hardware upgrades aligned with established refresh and upgrade cycles. Test, clean, and refurbish returned equipment, and maintain accurate, up-to-date asset records for all in-stock and assigned hardware.


• Work closely with vendors to coordinate purchasing, support, and issue resolution. Vendors include inventory management, cell phone providers, and hardware support vendors.


• Assist in the ongoing analysis and improvement of service desk processes to ensure operational efficiencies and consistent, quality customer experiences.


• Own, create, and maintain knowledge base articles, user reference guides, and support documentation related to mobile hardware and end-user technology. Ensure content is accurate, current, and aligned with supported platforms and processes to enable self-service and consistent support delivery.


• Assist in technical research, planning, and implementation of new software and hardware ("laptops, tablets, smartphones, MFD's"). This includes business need and technical analysis, requisition demos from vendors, vendor and product deliberation, proof of concept, developing user reference and training materials ("e.g. videos, quick reference guides"), and other technical documentation.

Education Requirements

• Bachelor's degree in management of Information Systems.

Years of Experience

• 2+ years of experience using and directly supporting end users in a network environment with a variety of business hardware, operating systems, and software.