Technical Support Specialist

AgWest Farm Credit•Rocklin, CA

3h•Hybrid

About The Position

AgWest Farm Credit is a member-owned financial cooperative that provides financing and related services to farmers, ranchers, agribusinesses, commercial fishermen, timber producers, rural homeowners and crop insurance customers in a seven-state territory in the Western United States. AgWest is part of the 100+ year-old Farm Credit System – the leading provider of credit to American agriculture. AgWest champions the growth and advancement of agriculture, the value of rural communities, and the vital contribution our customers make to the economy and society. We serve customers in 59 locations throughout the West. We are in search of a Technical Support Specialist I or Technical Support Specialist II to join our Infrastructure and Operations department in Rocklin, California or Spokane, Washington (Headquarters). This full-time position reports to the Manager, Service Desk and provides support to AgWest employees and customers following company Service Desk standards and toolsets. The Technical Support Specialist integrates business and technological expertise to routinely resolve complex software and business issues, and provides timely, accurate solutions to such interactions. After an initial in-office training period, this position is eligible for workplace flexibility and a one-time home office stipend. Employees are expected to continue working from their office location a minimum of 50% or 60% of the time depending on location.

Requirements

Associate's degree in business, information systems, computer science or related field, or an equivalent combination of education and experience
At least one year of related experience.
General knowledge of PC operating systems, network troubleshooting, software installation and troubleshooting, MS Office tools, and computer hardware components
Proven ability to work both independently and collaboratively.
Effective written and verbal communication skills.
Ability to effectively build rapport with individuals seeking technical assistance.
Prior success in a customer service/support capacity.
Analytical and problem-solving skills with a desire to continually learn new skills.

Nice To Haves

Bachelor’s degree in related field.
Experience using or supporting business software applications (Salesforce, CRM software, O365, Microsoft Teams) and using support ticketing systems.
No certifications required, Microsoft (MTA, MCSA) or Networking certifications (CompTIA Network+, CCNA) preferred.

Responsibilities

Provide first contact support for the service desk via phone, self-service portal, chat, in-person, and email, ensuring courteous, timely and effective resolution of reported issue or request.
Assist with installation, configuration and maintenance of the company laptops, mobile devices, application software, and printers.
Build rapport and gather problem details from employees seeking assistance through the service desk.
Resolve incidents and service requests according to defined processes to meet defined Service Level Agreements.
Research solutions through internal and external knowledgebases as needed.
Document, in detail, all analysis and correspondence throughout the issue resolution process, providing pro-active status updates to customers throughout.
Perform hands-on fixes at the desktop level when remote tools are not appropriate, including computers, printers, audio/video conferencing, mobile devices and related equipment.
Collaborate with team members (locally, regionally, and across teams) and support learning for colleagues by sharing knowledge and lessons learned.
Formulate reusable solutions to new, unique issues, or enhances existing solutions by following solution-centered support methodologies; document all supporting discussion and analysis.
Provide suggestions for continual improvement.
Alert management to emerging trends in incidents.
Develop and maintain a strong working knowledge of AgWest business practices, products and key systems.
Perform all duties and maintain all standards in accordance with company policies, procedures, and internal controls.
Other duties as assigned.