Technical Support Analyst
Omaha, NE, US, 68137-2210
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
We are seeking a Technical Support Analyst to join our team. In this role, you will be responsible for providing technical support to employees and customers on technology incidents, service requests, end-user equipment setups, and in-person support needs. Perform technical work in the configuration, testing, and installation of new and existing hardware and software. Manage and support asset lifecycle processes, including procurement, inventory, refresh, and disposal. Work closely with vendors to coordinate purchasing, support, and issue resolution. Lead and/or assist with coordination, communication, and training efforts to ensure successful implementation of new or upgraded software systems, hardware, and mobile devices. Assist in the review and continuous improvement of internal workflows, asset management practices, and service desk processes.
Essential Duties & Responsibilities
- Use an 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.
- Manage and support asset lifecycle processes, including procurement, inventory tracking, refresh, and disposal. Gather, provision, and deploy hardware for onboarding and cross‑boarding of employees, including performing hardware upgrades aligned with established refresh and upgrade cycles. Test, clean, and refurbish returned equipment, and maintain accurate, up‑to‑date asset records for all in‑stock and assigned hardware.
- Work closely with vendors to coordinate purchasing, support, and issue resolution. Vendors include inventory management, cell phone providers, and hardware support vendors.
- Assist in the ongoing analysis and improvement of service desk processes to ensure operational efficiencies and consistent, quality customer experiences.
- Own, create, and maintain knowledge base articles, user reference guides, and support documentation related to mobile hardware and end‑user technology. Ensure content is accurate, current, and aligned with supported platforms and processes to enable self‑service and consistent support delivery.
- Assist in technical research, planning, and implementation of new software and hardware (laptops, tablets, smartphones, MFD’s). 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 in management of Information Systems.
Years of Experience
- 2+ years of experience using and directly supporting end users in a network environment with a variety of business hardware, operating systems, and software.
Why Us:
For qualifying positions, we provide a competitive benefits package designed to support health and well-being, financial security, and work-life balance:
- Health Benefits: Comprehensive medical, dental, and vision insurance
- Retirement Plans: 401(k)
- Paid Time Off: Vacation, sick leave, paid holidays, and parental leave
- Additional Benefits: Life and disability insurance, Employee Assistance Program (EAP), wellness programs, tuition assistance, and short-term incentive pay
For a comprehensive overview of our total reward offerings, click here.
About Us:
AgCountry has 43 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 today’s agricultural industry with our combined 2600+ employees providing lending, risk management, technology, commodity marketing, and customer and employee education.
AgCountry Farm Credit Services, ACA, Farm Credit Services of America, ACA, and Frontier Farm Credit, ACA are Equal Employment Opportunity employers, and they comply with all applicable federal, state, and local fair employment practices laws.