AgCountry Farm Credit Services (AgCountry), Farm Credit Services of America (FCSAmerica)and Frontier Farm Credit are financial cooperatives that operate under shared management across eight states. While each association is owned by its local farmers and ranchers, they collaborate by pooling resources, expertise, and talent to provide affordable credit, crop insurance, and financial services.

Our associations are united by a common mission and commitment to serving rural America and supporting each other, which drives the success of the farmers, ranchers, and agribusiness we serve. We take pride in being a great place to work, and this enthusiasm is reflected in the relationships our team members foster with one another and with our customers.

Job Summary

**Incumbent must work three days each week in the Omaha, NE office**

We are seeking a Technical Support Analyst who will provide technical support to employees and customers on technology incidents, service requests and end user equipment setups. Perform technical work in the configuration, testing and installation of new and existing hardware and software. Lead and/or assist with coordination, communication and training efforts to ensure successful implementation of new (or upgrades to existing) software systems, hardware, and mobile devices. Assist in review and ongoing improvements to team work flows and service desk processes.

Essential Duties & Responsibilities

Use 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.
Gather and provision hardware for onboarding, and cross boarding of employees, along with performing hardware upgrades that align to upgrade cycles. Test, clean, and refurbish returned equipment. Keep updated asset records for all in-stock and assigned hardware.
Assist in the ongoing analysis and improvement of service desk processes to ensure operational efficiencies and consistent, quality customer experiences.
Train end users primarily in formal group settings on mobile hardware (laptops, smartphones). This includes writing and updating user reference tools.
Assist in technical research, planning, and implementation of new software and hardware (laptops, tablets, smartphones, MFDs). 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 Preferred in Management of Information Systems

Years of Experience

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

Certification and Technical Requirements

Proficient in Windows environment using Microsoft Word, Excel, Powerpoint, and Microsoft Edge
LAN environment with a variety of business hardware and software, including Windows 7+, iOS and Android, Microsoft Office 2010+, SharePoint2010, laptops, smartphones, tablets, wireless technology, laser printers, scanners.

About Us:

AgCountry has 45 offices, is based in Fargo, North Dakota and serves portions of North Dakota, Minnesota, and Wisconsin, FCSAmerica is based in Omaha, NE and has 42 local offices serving rural communities and agriculture in Iowa, Nebraska, South Dakota, and Wyoming. Frontier Farm Credit has six offices serving eastern Kansas. Together, we support nearly 82,000 producers and agribusinesses, meeting the needs of todays agricultural industry with our combined 2600+ employees providing lending, risk management, technology, commodity marketing, and customer and employee education.