System Analyst I

Farm Credit Council • Mahomet, IL

325d • $48,000 - $65,000

About The Position

The Systems Analyst I coordinates end-user support for hardware, applications and networking issues with Financial Partners Inc. (FPI). Provides primary support for Farm Credit Illinois (FCI) systems related to telecommunications, conference room audio/video (A/V), crop insurance, and all other non-FPI supported systems. Participates in project planning and implementation of projects for new technologies and software.

Requirements

• Associate's degree in microcomputers or network computing and 1 year of related experience; Or equivalent education, experience, and skillset sufficient to perform the essential functions of the job.
• Expert customer service skills, including the ability to communicate complicated information, deliver bad news effectively, and exceed customer expectations.
• Working knowledge of desktop and server operating systems, including Microsoft Windows and Apple IOS.
• Working knowledge of computer hardware and peripherals, including diagnostic tools.
• Working knowledge of Active Directory, Microsoft Exchange, SharePoint, SQL, Citrix and Terminal services.
• Working knowledge of Microsoft Office products including Word, Excel and PowerPoint.
• Working knowledge of technology trends related to software applications.
• General knowledge of mobile technology, including iPhone, iPad and Surface Pros.
• Skill in documenting technology issues, solutions and business needs.
• Skill in analyzing hardware and software problems and implementing appropriate solutions.
• Skill in utilizing a systematic approach to problem solving.
• Oral and written communication skills sufficient to discuss a variety of job-related topics, and to effectively communicate complex topics to a variety of audience.
• Skill in working independently, prioritizing tasks and managing time effectively.
• Skill in taking directions from users and/or peers to complete tasks.

Nice To Haves

• A+ or Network+ certification or ability to obtain within one year of employment. Equivalent or other currently held certifications will be considered in lieu of A+ or Network+.

Responsibilities

• Serves as a contact point for hardware, application, and networking support to end users.
• Provides End User Assistance to diagnose and resolve basic technical issues.
• Escalates unresolved End User Support tickets to Systems Analyst II or FPI.
• Monitors End User Trends with Systems Analyst II and FPI.
• Delivers excellent customer service by addressing inquiries, diagnosing problems, and offering timely solutions to ensure smooth and efficient IT operations within the organization.
• Provides assistance to FPI for troubleshooting end users support cases.
• Records and tracks all support tickets in the IT ticketing system, maintaining detailed and accurate documentation of incidents, actions taken, and resolutions.
• Documents all equipment deployment to end users in Manage Engine.
• Maintains relationships with end users.
• Provides hardware and software support for desktops, laptops, printers, mobile devices, and other peripherals.
• Installs, configures, and updates software applications and operating systems on end-user devices.
• Conducts basic hardware repairs and maintenance, coordinating more complex repairs with IT Team or external vendors when necessary.
• Adheres to all internal standard operating procedure (SOP) guidelines or verbal direction given by VP of Information Systems.
• Completes additional duties as assigned.
• Primary support for FCI Systems not supported by FPI such as Telecommunications, Conference Room A/V, Check Printers, Multifunction Copiers, Crop Insurance Related Functions, and Ancillary Lending Systems such as Lending Cloud.
• Responsible for implementation and ongoing end user support.
• Timely End user onboarding/offboarding device setup including mobile devices, configuration and decommissioning following department SOPs.
• Develops and reviews list of frequently asked questions for knowledgebase additions monthly.
• Ensures ticket information is input accurately for Service Desk Metrics.
• Stores unused equipment in appropriate locked locations.
• Coordinates with System Analyst II for appropriate warehousing.
• Appropriately protects the confidentiality, security, and integrity of the Association's systems and data and clients' data.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Professional, Scientific, and Technical Services
• Education Level: Associate degree