Agency Support Analyst

Michigan Farm Bureau Family of Companies•Lansing, MI

2d•Hybrid

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 proactively communicates 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 position supports a broad range of applications and products, including FB CARES; Microsoft Word, Excel, and Outlook; online forms and eForms; insurance and customer service applications; Farm Bureau Portal; Internet Explorer; ADP EeTime; LexisNexis-MVRs/Pay Advantage; Active Directory; printing; Office Communicator; basic mainframe functions; Cipher Trust; email encryption; and Password Self Service. It also requires understanding the operational aspects of the Field Force environment, including workstation and printer hardware use. This is a hybrid position working remotely from the State of Michigan and onsite at the Farm Bureau Center in Lansing, Michigan.

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 a customer service or 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.
Respond to end-user questions and problems involving hardware, applications and system software, network communications, batch production processing, system and network administration, and related business procedures.
Analyze and independently resolve 75 percent of assigned problems on initial end-user contact.
Request help from a senior analyst or Level II support when an immediate resolution cannot be determined.
Assign unresolved complex 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.
Communicate proactively with appropriate parties about online production system issues and outages.
Recognize, analyze, and report ongoing problem trends.
Support the listed applications and products, and provide operational support related to Field Force workstations and printer hardware.