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AgWest Farm Credit · 11 hours ago

Technical Support Specialist

Spokane, WA

Full-time

Hybrid

Entry, Mid Level

$50K/yr - $76K/yr

1+ years exp

AgWest Farm Credit is a member-owned financial cooperative providing services to the agriculture sector. They are seeking a Technical Support Specialist to join their Infrastructure and Operations department, responsible for providing support to employees and customers, resolving complex software and business issues, and ensuring effective service desk operations.

FinanceFinancial ServicesInsuranceLending

Growth Opportunities

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

Qualification

Technical SupportPC Operating SystemsNetwork TroubleshootingSoftware InstallationCustomer ServiceAnalytical SkillsRapport BuildingSolution DevelopmentBusiness Software SupportSupport Ticketing SystemsMicrosoft OfficeMobile Device SupportCommunication SkillsProblem-Solving SkillsCollaborationContinuous LearningDocumentation

Required

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