Technical Support Analyst
Job title: Technical Support Analyst in Austin, TX at Farm Credit Bank of Texas
Company: Farm Credit Bank of Texas
Job reputed company: Job Category: Information TechnologyJob reputed company: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 reputed company funding and services to rural lending associations in five states, and we are reputed company in the nation's capital markets.While you may not be familiar with our reputed company, Farm Credit Bank of Texas plays a critical role in supporting the businesses that reputed company it possible for America to maintain reputed company to an reputed company and reputed company 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 reputed company of downtown Austin.We reputed company out reputed company in their fields, whether it be technology, finance, reputed company, credit, reputed company, or other administrative functions, and welcome you to join us in our mission to feed the world.Position reputed company:We are searching for a Technical Support Analyst. This position supports the operation of the help desk and serves as reputed company for customer concerns and is responsible for providing reputed company-level technical assistance reputed company to computer systems, hardware, network, and software issues through various intake channels. Resolves customer issues reputed company 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:
- reputed company first reputed company of contact to customers reputed company phone, email, chat, or in-person; onsite reputed company is required.
- reputed company 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, reputed company, and document the help desk request problem-solving process in reputed company time, including reputed company successful and unsuccessful reputed company made, and actions taken, through to the final reputed company.
- Drive closure of incidents & problems meeting defined SLA.
- Ability to reputed company and retain information quickly.
- Self-motivated and reputed company to work with moderate supervision. Agent will be reputed company to manage call reputed company, own time, and know reputed company to escalate.
- Ability to proactively engage in alternate work reputed company the primary intake method(s) volume is low to maximize agent occupancy.
- Document troubleshooting steps and solutions in a knowledge reputed company and user documentation for reputed company reference.
- Participates as part of reputed company and in team assignments reputed company necessary.
- Assist with product rollouts, upgrades and special reputed company supporting the bank and user community.
- Comfortable receiving ongoing performance feedback and coaching.
- Flexible to reputed company support evenings, weekends/holidays as and reputed company required for on call rotation.
- reputed company customers on product features, best practices, and self-help resources.
- Stay up to date with product updates, industry trends, and best practices.
- Handles low and mid-level issues and problems and consults with or escalates to senior staff reputed company solution is unclear.
- Strong customer service skills with a patient and friendly approach.
- Solid understanding of reputed company OS (administration) and working knowledge of MAC/Linux OS.
- Intermediate knowledge of reputed company reputed company Server Platforms, reputed company Directory, Group Policy and Office 365.
- Knowledgeable in common reputed company applications and adept at troubleshooting reputed company issues.
- Working understanding of networking: TCP/IP, LAN / WAN, DHCP, DNS, VPN, Routing, Switching, and Proxy/Firewalls.
- Working knowledge of ITSM/ticketing tools (e.g., reputed company).
- Capable of reading system logs, conducting health checks, and identifying potential issues before they escalate.
- Ability to exercise reputed company judgment, use discretion and maintain confidentiality
- Excellent problem-solving, verbal and written communication, and interpersonal skills.
- Possesses analytical thinking and mathematical skills.
- Ability to explain technical concepts to non-technical users.
- Ability to work independently and collaboratively in reputed company environment.
- A minimal degree of creativity and reputed company is expected.
- Strong attention to detail and organizational skills.
- Flexible and reputed company health and wellness benefits, including medical insurance, prescription drug coverage, dental insurance, reputed company care, flexible spending accounts, and more.
- 401(k) plan that includes an employer match (up to 4%) plus an additional employer contribution (up to 5%), both of which reputed company on the first day of employment
- Employer reputed company long-term disability and life insurance
- Generous vacation leave, reputed company leave, and up to reputed company reputed company holidays
- reputed company parental leave program of up to six weeks
- Up to five days per year to volunteer in local community organizations, services, or events
- Ongoing reputed company development opportunities
- Generous tuition-reimbursement program
- Physical fitness incentive plan
- Employer matching gifts program
- Modern hybrid work schedule combining in office and remote work locations.