Agency Support Analyst

Michigan Farm Bureau Family of Companies•Lansing, MI

55d

About The Position

The Agency Support Analyst provides Level I technical support in a call center environment for up to 2,400 end users. The role communicates proactively with appropriate parties about online production system issues and outages, and provides problem analysis, resolution, and coordination for day-to-day issues involving application software, utility software, personal computers and related equipment, network access, production batch output, and technical operating procedures. The analyst identifies and reports recurring problem trends and documents solutions in a service desk tracking system. The analyst supports end users with questions and problems involving computer hardware, application and system software, network communications, batch production processing, system and network administration, and related business procedures. The position is expected to analyze and independently resolve 75 percent of assigned problems on initial contact, seek assistance or assign complex unresolved issues to Level II or other appropriate support, dispatch unresolved network problems to vendors, and follow up on open problems to ensure timely responses. The role supports a broad set of applications and products, including FB CARES, Microsoft Word, Excel and Outlook, online and electronic forms, insurance and customer applications, Farm Bureau Portal, Internet Explorer, ADP EeTime, LexisNexis services, Active Directory, printing, Office Communicator, basic mainframe functions, Cipher Trust, email encryption, and Password Self Service. It also requires a solid understanding of 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.
Ability to communicate clearly and succinctly in a manner that appeals to a wide audience.

Nice To Haves

Associate's or bachelor's degree in business or computer science.
Experience in customer service or a technical help desk environment.
Understanding of Farm Bureau's processing environment.

Responsibilities

Provide Level I technical support to end users in a call center environment.
Communicate proactively with appropriate parties about online production system issues and outages.
Analyze, resolve, and coordinate solutions to day-to-day problems involving applications, utility software, computers and related equipment, network access, production batch output, and technical operating procedures.
Respond to end-user questions and problems involving hardware, software, network communications, batch processing, system and network administration, and business procedures.
Independently resolve 75 percent of assigned problems during initial end-user contact.
Request senior analyst or Level II support when unable to determine an immediate resolution.
Assign complex unresolved problems to Level II technical support or other appropriate support personnel.
Dispatch unresolved network problems to appropriate vendors.
Follow up on open problems to ensure timely responses to end users.
Document reported problems and solutions in the problem tracking system.
Recognize, analyze, and report ongoing problem trends.
Support the listed business applications, products, and related printing and hardware needs.
Provide support related to Field Force operations, including workstation and printer hardware usage.