Description / Job Summary
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.
Responsibilities / Duties
Technical Support
- Serves as a contact point for hardware, application, and networking support to end users
oProvides End User Assistance to diagnose and resolve basic technical issues
oEscalates unresolved End User Support tickets to Systems Analyst II or FPI.
oMonitors End User Trends with Systems Analyst II and FPI
o 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 casesRecords and tracks all support tickets in the IT ticketing system, maintaining detailed and accurate documentation of incidents, actions taken, and resolutionsDocuments all equipment (monitors, laptops, mini pc, docking stations, extra chargers, dongles, cameras, etc.,) deployment to end users in Manage Engine.Maintains relationships with end userso Provides hardware and software support for desktops, laptops, printers, mobile devices, and otherperipherals.
o Installs, configures, and updates software applications and operating systems on end-user devices.
o Conducts basic hardware repairs and maintenance, coordinating more complex repairs with IT
Team or external vendors when necessary
o Adheres to all internal standard operating procedure (SOP) guidelines or verbal direction given by
VP of Information Systems.
Completes additional duties as assignedSupport for Farm Credit Illinois Systems
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 CloudResponsible for implementation and ongoing end user supportTimely End user onboarding / offboarding device setup (ordering where applicable) including mobile devices, configuration and decommissioning following department SOPsDocumentation / Reporting
Develops and reviews list of frequently asked questions for knowledgebase additions monthly.Ensures ticket information is input accurately for Service Desk MetricsStores unused equipment in appropriate locked locations.Coordinates with System Analyst II for appropriate warehousingData Security and Confidentiality
Appropriately protects the confidentiality, security, and integrity of the Association's systems and data and clients' dataRequired Skills
Expert customer service skills, including the ability to communicate complicated information, deliver bad news effectively, and exceed customer expectationsWorking knowledge of desktop and server operating systems, including Microsoft Windows and Apple IOSWorking knowledge of computer hardware and peripherals, including diagnostic toolsWorking knowledge of Active Directory, Microsoft Exchange, SharePoint, SQL, Citrix and Terminal servicesWorking knowledge of Microsoft Office products including Word, Excel and PowerPointWorking knowledge of technology trends related to software applicationsGeneral knowledge of mobile technology, including iPhone, iPad and Surface ProsSkill in documenting technology issues, solutions and business needsSkill in analyzing hardware and software problems and implementing appropriate solutionsSkill in utilizing a systematic approach to problem solvingOral and written communication skills sufficient to discuss a variety of job-related topics, and to effectively communicate complex topics to a variety of audienceSkill in working independently, prioritizing tasks and managing time effectivelySkill in taking directions from users and / or peers to complete tasksRequired Qualifications
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
Preferred Qualifications
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 .
