Agency Support Analyst
Posted 4 weeks ago Expired
This job has expired
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Upload Your ResumeAbout This Role
The Agency Support Analyst provides Level I technical support to up to 2,400 end-users in a call center environment, focusing on problem analysis, resolution, and coordination for application software, hardware, and network access issues. This role also involves proactive communication regarding production system issues and reporting ongoing problem trends.
Responsibilities
- Provide end-user problem support for computer hardware, application and system software, network, and batch processing
- Analyze and independently resolve 75% of assigned problems on initial contact
- Request assistance from senior analysts or Level II support when needed
- Assign unresolved complex problems to appropriate technical support personnel or vendors
- Follow up on all open problems to ensure timely resolution
- Document all reported problems in the problem tracking system
- Provide support for applications and products including FB CARES, Microsoft Office Suite, and various insurance-specific software
- Provide support for operational aspects of the Field Force environment including workstation and printer hardware usage
Requirements
- High school diploma or equivalent
- Three years of experience in information technology or concentrated use of personal computers
- Good understanding of insurance concepts
- Demonstrated ability to communicate clearly and succinctly
Qualifications
- High school diploma or equivalent
- Three years of experience in information technology or concentrated use of personal computers
Nice to Have
- Associate’s or bachelor’s degree in business or computer science
- Experience in customer service or technical help desk environment
- Understanding of Farm Bureau's processing environment
Skills
* Required skills