Technical Support Analyst

Who we are:

Farm Credit Bank of Texas is a $38.9 billion wholesale bank that has been financing agriculture and rural America for over 100 years. Headquartered in Austin, Texas, we provide funding and services to rural lending associations in five states, and we are active in the nation’s capital markets. 

While you may not be familiar with our name, Farm Credit Bank of Texas plays a critical role in supporting the businesses that make it possible for America to maintain access to an affordable and safe food supply, an industry which is one of the most innovative and evolving of our time. And while you help us deliver on our mission, we deliver on our commitment to you as a valued employee by providing competitive compensation, generous health and wellness benefits packages and an attractive hybrid workplace located along the bluffs of the Colorado River just minutes west of downtown Austin. 

We seek out top talent in their fields, whether it be technology, finance, accounting, credit, human resources, or other administrative functions, and welcome you to join us in our mission to feed the world. 

Position Description: 

We are searching for a Technical Support Analyst. This position supports the operation of the help desk and serves as focal point for customer concerns and is responsible for providing enterprise-level technical assistance related to computer systems, hardware, network, and software issues through various intake channels. Resolves customer issues timely through problem-solving process and follows up with customers to ensure the issue has been resolved. Reports problems with procedures and makes suggestions for improvements. Infrequent travel may be required.

Day-to Day-Duties and Responsibilities: 

• Provide first point of contact to customers via phone, email, chat, or in-person; onsite presence is required.
• Provide first and second-level technical support for desktops, laptops, network connectivity, mobile devices, printers, and other peripherals.
• Ability to navigate multiple computer systems while interacting with the customer.
• Record, track, and document the help desk request problem-solving process in real time, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution.
• Drive closure of incidents & problems meeting defined SLA.
• Ability to absorb and retain information quickly.
• Self-motivated and able to work with moderate supervision. Agent will be able to manage call flow, own time, and know when to escalate.
• Ability to proactively engage in alternate work when the primary intake method(s) volume is low to maximize agent occupancy.
• Document troubleshooting steps and solutions in a knowledge base and user documentation for future reference.
• Participates as part of a team and in team assignments when necessary.
• Assist with product rollouts, upgrades and special projects supporting the bank and user community.
• Comfortable receiving ongoing performance feedback and coaching.
• Flexible to provide support evenings, weekends/holidays as and when required for on call rotation.
• Educate customers on product features, best practices, and self-help resources.
• Stay up to date with product updates, industry trends, and best practices.

What You Bring to the Team:

It is an important role that covers many skills. This position requires: 

Associates degree, or technical institute degree/certificate in Computer Science, Information Systems, or other related field, or two (2) to four (4) years of experience. (Desktop Support, Systems Administration, Network Administration) Prefer call center experience in a technical helpdesk environment. CompTIA A+, Microsoft, or other industry certifications would be desirable. The ideal candidate should have excellent problem-solving skills, strong communication abilities, a customer-oriented approach, and a keen interest in technology.

• Handles low and mid-level issues and problems and consults with or escalates to senior staff when solution is unclear.
• Strong customer service skills with a patient and friendly approach.
• Solid understanding of Windows OS (administration) and working knowledge of MAC/Linux OS.
• Intermediate knowledge of Microsoft Windows Server Platforms, Active Directory, Group Policy and Office 365.