AgWest Farm Credit is a member-owned financial cooperative that provides financing and related services to various agricultural sectors. They are seeking a Technical Support Specialist to provide support to employees and customers, resolve complex software and business issues, and maintain service desk standards.
Responsibilities
- Provide first contact support for the service desk via phone, self-service portal, chat, in-person, and email, ensuring courteous, timely and effective resolution of reported issue or request
- Assist with installation, configuration and maintenance of the company laptops, mobile devices, application software, and printers
- Build rapport and gather problem details from employees seeking assistance through the service desk
- Resolve incidents and service requests according to defined processes to meet defined Service Level Agreements
- Research solutions through internal and external knowledgebases as needed
- Document, in detail, all analysis and correspondence throughout the issue resolution process, providing pro-active status updates to customers throughout
- Perform hands-on fixes at the desktop level when remote tools are not appropriate, including computers, printers, audio/video conferencing, mobile devices and related equipment
- Collaborate with team members (locally, regionally, and across teams) and support learning for colleagues by sharing knowledge and lessons learned
- Formulate reusable solutions to new, unique issues, or enhances existing solutions by following solution-centered support methodologies; document all supporting discussion and analysis
- Provide suggestions for continual improvement
- Alert management to emerging trends in incidents
- Develop and maintain a strong working knowledge of AgWest business practices, products and key systems
- Perform all duties and maintain all standards in accordance with company policies, procedures, and internal controls
- Other duties as assigned
Skills
- Associate's degree in business, information systems, computer science or related field, or an equivalent combination of education and experience
- At least one year of related experience
- General knowledge of PC operating systems, network troubleshooting, software installation and troubleshooting, MS Office tools, and computer hardware components
- Proven ability to work both independently and collaboratively
- Effective written and verbal communication skills
- Ability to effectively build rapport with individuals seeking technical assistance
- Prior success in a customer service/support capacity
- Analytical and problem-solving skills with a desire to continually learn new skills
- Bachelor's degree in related field
- Experience using or supporting business software applications (Salesforce, CRM software, O365, Microsoft Teams) and using support ticketing systems
- Microsoft (MTA, MCSA) or Networking certifications (CompTIA Network+, CCNA) preferred
Benefits
- Medical, dental, and vision insurance
- Basic term life and AD&D insurance (fully paid for by the company)
- Paid days off annually: 15 vacation, 15 sick, 12 holidays and 3 volunteer
- 401(k) plan (6% match plus 3% employer contribution)
- Employee Assistance Program
- Wellness Program
- Jeans are welcome at work every day at AgWest!
- Vacation accrual rates increase with tenure.
Company Overview
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