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
AgWest Farm Credit provides agricultural lender and crop insurance services to farmers, ranchers, and timber harvesters. It was founded in 1916, and is headquartered in Spokane, Washington, USA, with a workforce of 1001-5000 employees. Its website is https://agwestfc.com.
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