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.

Technical Support

• Serves as a contact point for hardware, application, and networking support to end users
  o    Provides End User Assistance to diagnose and resolve basic technical issues

  o    Escalates unresolved End User Support tickets to Systems Analyst II or FPI.

  o    Monitors 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 cases
• Records and tracks all support tickets in the IT ticketing system, maintaining detailed and accurate documentation of incidents, actions taken, and resolutions
• Documents 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 other
  peripherals.

  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 assigned

Support 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 Cloud
• Responsible for implementation and ongoing end user support
• Timely End user onboarding/offboarding device setup (ordering where applicable) including mobile devices, configuration and decommissioning following department SOPs

Documentation/Reporting

• Develops and reviews list of frequently asked questions for knowledgebase additions monthly.
• Ensures ticket information is input accurately for Service Desk Metrics
• Stores unused equipment in appropriate locked locations.
• Coordinates with System Analyst II for appropriate warehousing

Data Security and Confidentiality

• Appropriately protects the confidentiality, security, and integrity of the Association’s systems and data and clients’ data

• Expert customer service skills, including the ability to communicate complicated information, deliver bad news effectively, and exceed customer expectations
• Working knowledge of desktop and server operating systems, including Microsoft Windows and Apple IOS
• Working knowledge of computer hardware and peripherals, including diagnostic tools
• Working knowledge of Active Directory, Microsoft Exchange, SharePoint, SQL, Citrix and Terminal services
• Working knowledge of Microsoft Office products including Word, Excel and PowerPoint
• Working knowledge of technology trends related to software applications
• General knowledge of mobile technology, including iPhone, iPad and Surface Pros
• Skill in documenting technology issues, solutions and business needs
• Skill in analyzing hardware and software problems and implementing appropriate solutions
• Skill in utilizing a systematic approach to problem solving
• Oral and written communication skills sufficient to discuss a variety of job-related topics, and to effectively communicate complex topics to a variety of audience
• Skill in working independently, prioritizing tasks and managing time effectively
• Skill in taking directions from users and/or peers to complete tasks

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

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+.