What are the responsibilities and job description for the Technical Support Specialist - Partially Remote position at FARMCREDIT?
Northwest Farm Credit Services is in search of a Technical Support Specialist to join the Technology department in our Spokane Headquarters location. As a member-owned financial cooperative, we help business owners in agriculture, forestry and fisheries secure the financing they need to operate and grow, and the crop insurance they need to protect their livelihoods. Our customers are primarily located in Montana, Idaho, Oregon, Washington and Alaska. Northwest FCS is a six-time recipient of the Gallup Exceptional Workplace Award, and the top scoring large company in the Best Place to Work-Inland Northwest competition five years in a row.
This full-time position reports to the Manager-Service Desk and provides support to Northwest 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. This partially remote position will have the flexibility to work offsite up to 20 weeks per year.
Essential Duties and Responsibilities
- Provides first contact support for the service desk via phone, self-service portal, and email, ensuring courteous, timely and effective resolution of reported issue and requests regarding PC operating systems, network troubleshooting, software installation and troubleshooting, MS Office tools, and computer hardware components.
- Builds rapport and elicits problem details from service desk customers.
- Resolves incidents and service requests according to defined processes to meet defined Service Level Agreements.
- Researches solutions through internal and external knowledgebases as needed.
- Documents, in detail, all analysis and correspondence throughout the issue resolution process, providing pro-active status updates to customers throughout.
- Performs hands-on fixes at the desktop level when remote tools are not appropriate, including printers, telephones and related equipment.
- Collaborates with team members (locally, regionally, and across teams) and supports learning for colleagues by sharing knowledge and lessons learned.
- Formulates reusable solutions to new, unique issues, or enhances existing solutions by following solution-centered support methodologies; documents all supporting discussion and analysis.
- Provides suggestions for continual improvement.
- Alerts management to emerging trends in incidents.
- Develops and maintains a strong working knowledge of Northwest FCS business practices, products and key systems.
Minimum Qualifications
- 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.
- Associate’s degree in business, information systems, computer science or related field, or an equivalent combination of education and experience.
- Proven ability to work 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.
- Ability to travel up to 5%.
In addition to a comprehensive suite of core benefits designed to support employees at all career stages, Northwest FCS provides all employees with 24 paid hours annually to volunteer in their communities; a substantial employer match to our award-winning 401(k) plan; a bonus plan; generous paid vacation, sick, and family and medical leave; and financial assistance for adoptions. All employees have access to robust learning opportunities including LinkedIn Learning and Audible. Jeans/appropriate casual is the standard dress code.
Qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender orientation, national origin, marital status, age, disability, protected veteran status, or any other classification protected by applicable discrimination laws.
When you apply for a position with Northwest FCS, we collect personal identifiers (from your resume and other application information you submit), such as your name, email address, mailing address, telephone number(s) and employment and education related information. This helps us evaluate job applicants for hiring opportunities, and, communicate with them.
To comply with federal regulations for equal employment opportunity and affirmative action (EEO/AA), we track our applicants by gender, race/ethnicity, veteran status, disability status, and the position for which they applied. You will be presented with a voluntary self-identification form as part of this application; we wanted you to know why we collect this information and what we do with it. Please be aware that this information is kept separate from your application, and not utilized in the selection process.
For more information about the information Northwest FCS collects, please see the Northwest FCS California Privacy Policy.