Farm Credit Mid-America FLCA Technical Support Specialist in Louisville, Kentucky
At Farm Credit Mid-America, we believe people are our strongest asset. We are consistently looking to hire individuals from a wide range of experience and capabilities who have a desire to serve. Currently, we have over 1,100 employees across Indiana, Ohio, Kentucky and Tennessee.
The Technical Support Specialist provides first level system support, problem identification, resolution or escalation to level two support. Provides systems support to offices by reviewing/analyzing requests and providing solutions. This position is expected to resolve a wide variety of system support issues and identify problems or issues that require departmental leadership team for resolution. Organizes and prioritizes work to meet processing deadlines.
TRAVEL: Approximately 10% with some overnight stays
- Provide support on system support requests or escalates to the proper level of support. Support may include phone and tablet support, external customer support with online tools, field office visits for rollouts, video conferencing support, new employee setups, software deployments, and computer setups, and team based troubleshooting. Able to provide support via phone queue, walkup support, chat\instant messaging, and email\portal support. Document system problem, solutions and resolution in ticketing system.
Communicates effectively with customers, Farm Credit Mid-America employees, Agribank staff, Farm Credit Services of America, and other vendors to process and account system activity an accurate and timely manner.
Resolve level one system support inquires in a timely manner.
Maintain expertise in business systems and association practices to provide technical support to field office staff on business system issues.
Coordinate with Louisville office staff to identify and implement system/procedural changes.
Assist/participate in training staff.
Participate actively in team meetings to support Business Technology leaders, maintain\ improve team performance, and identify issues for discussion and training.
Participate in special business system projects or training.
Actively participates and represents the Business Technology department on cross functional teams.
Represents and communicates the mission and values of Farm Credit Mid-America and complies with its conduct policy, security policy and confidentiality expectations.
Complete HDI Support Center Analyst and ITIL Foundations training.
Education and Experience
Associate's degree in computer science, business or related field or equivalent work experience. Typical incumbent will have 3 years of service desk experience.
KNOWLEDGE, SKILLS AND ABILITIES:
Key Competencies: integrity, motivational fit, problem solving, customer focus, teamwork, adaptability
Knowledge of: Computer software, customer service philosophies and service desk support.
Skills in: Documenting and reporting, business system issues, status, problems and related information; strong analytical skills; applying problem solving techniques; tact and diplomacy; verbal and written communication and desk/work organization. Proficient in Microsoft Office Suite.
Ability to: Work independently; multi task, work with speed and accuracy; maintain confidentiality; attend to detail; train co-workers; tolerate stress.
Here's What We Can Offer You...
Farm Credit Mid-America has an outstanding Total Rewards package, which includes, but is not limited to:
Salary commensurate with experience
15 vacation days, 15 sick days, and 9 paid holidays per year
Medical, Dental, Vision, STD, LTD, Life/AD&D benefits, etc.
Fitness Incentive Program
Farm Credit Mid-America is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, veteran status, disability or any other category protected by law.