Farm Credit Mid-America is a financial services cooperative serving financial needs of farmers and rural residents in Arkansas, Indiana, Kentucky, Missouri, Ohio, and Tennessee. Our purpose is to secure the future of rural communities and agriculture. We are passionate about serving the needs of our rural communities and creating positive customer experiences. Farm Credit Mid-America is a great place to work! We have been named as a Best Places to Work in Kentucky for the past 12 years. At Farm Credit Mid-America we put our customers and team members at the heart of all we do.
SCHEDULE: Full Time
TRAVEL REQUIRED: 0% - 25%
COMPENSATION: $42,405.00 to $85,598.00 base salary plus potential for variable compensation. Base pay is determined by your skills, qualifications, experience, and location. Farm Credit Mid-America/Rural 1st may compensate outside of the salary range for bona fide reasons not related to membership in a protected class.
About Our OpportunityThe Service Desk Technician is part of our Business Technology team andprovides first level system support, problem identification, resolution or escalation to level two support. In this role, team members provide systems support to offices by reviewing/analyzing requests and providing solutions. Team members are responsible to resolve a wide variety of system support issues and identify problems or issues that require departmental leadership team for resolution. There is responsibility to organize and prioritize work to meet processing deadlines.
How You Will Spend Your Time - Provide support on system support requests or escalates to the proper level of support. Support may include phone and tablet support, external customer support with online tools, field office visits for rollouts, video conferencing support, new employee setups, software deployments, and computer setups, and team based troubleshooting.
- Able to provide support via phone queue, walkup support, chat\instant messaging, and email\portal support.
- Document system problem, solutions and resolution in ticketing system.
- Communicate effectively with customers, Farm Credit Mid-America employees, Agribank staff, Farm Credit Services of America, and other vendors to process and account system activity an accurate and timely manner.
- Resolve level one system support inquires in a timely manner.
- Maintain expertise in business systems and association practices to provide technical support to field office staff on business system issues.
- Coordinate with Louisville office staff to identify and implement system/procedural changes.
- Assist/participate in training staff.
- Participate actively in team meetings to support Business Technology leaders, maintain improve team performance, and identify issues for discussion and training.
- Participate in special business system projects or training.
- Actively participates and represents the Business Technology department on cross functional teams.
- Complete HDI Support Center Analyst and ITIL Foundations training.
Minimum Education & ExperienceAssociate's degree in computer science, business or related field or equivalent work experience. Service desk experience. Demonstrated experience providing Tier 1 support to help people solve IT related problems or user support, preferred.
Mental & Physical RequirementsWhile engaged in this position, team members will routinely sit, use hands for tasks, and communicate orally. Standing or walking is frequently required, while occasional demands include reaching with hands and arms, and lifting or moving up to ten pounds. Vision requirements encompass close and distance vision. The work environment typically has a moderate noise level. This role may entail a blend of mental and physical capabilities, requiring strong mental acuity, problem-solving skills, and occasional physical tasks such as standing, lifting, or extended computer usage. Some roles may require physical or mental requirements related to driving, such as a valid driver's license, and the ability to drive a long-distance. Reasonable accommodations will be considered for individuals as requested. Farm Credit Mid-America provides a competitive total rewards package to our team members. This includes an award winning 401(k) Plan. Our Health and Financial wellness benefits provide safety, security and peace of mind for you and your family. Here is a highlight of our
Total Rewards and Benefits. Farm Credit Mid-America is an equal opportunity employer, and all applicants will receive consideration for employments without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability, or any other category protected by law.
#LI-HYBRIDNearest Major Market: Louisville