Agency Support Analyst

To provide Level I technical support in a call center environment for up to 2,400 end-users. To provide proactive communication to all appropriate parties regarding online production system issues and outages. To provide problem analysis, resolution and coordination services to customers who require assistance in solving day-to-day operating problems related to specific application software systems, generic use utility software, personal computers and related equipment; network access; production batch output; and technical operating procedures. To recognize, analyze, and report ongoing problem trends and document solutions in a service desk tracking system.

Provide end-user problem support by giving immediate response to end-user problems and questions related to computer hardware, application 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 assistance of senior analyst or Level II support if unable to determine immediate resolution. Assign unresolved complex problems to Level II technical support or other support personnel as appropriate. Dispatch unresolved network problems to appropriate vendors. Follow up on all open problems to assure timely response to the end-user. Document all reported problems on the problem tracking system.

Provide a solid level of support to applications and products including, but not limited to, FBCARES, Microsoft Word, Excel, Outlook, Online Forms, Eforms, Security Forms, Auto/Member, Homeowners, BAP Quote, Customer Center/Lienholder, Document Center, Farmowners, Life Solutions, Photo Upload, RCT, BVS, Life Wizard, Online Manuals, Guardian, Farm Bureau Portal knowledge and navigation, Internet Explorer, Agent Log File, US Signal, Payroll’s ADP EeTime, LexisNexis-MVRs/Pay Advantage, Active Directory, Query, printing of all applications, printing hardware problems, Office Communicator, basic mainframe knowledge, Cipher Trust, E-mail Encryption, and Password Self Service.

Provide a solid level of understanding and knowledge related to the operational aspects of the Field Force environment including workstation and printer hardware usage.

High school diploma or equivalent required. Three years of experience in information technology or concentrated use of personal computers required. Good understanding of insurance concepts required. Demonstrated ability to communicate clearly, succinctly and in a manner that appeals to a wide audience.

Preferred

Associate’s or bachelor’s degree in business or computer science preferred.

Experience in customer service or technical help desk environment preferred.

Understanding of Farm Bureau’s processing environment preferred.