Technical Support Specialist I/II - Rocklin, United States - AgWest Farm Credit
Description
AgWest Farm Credit is a member-owned financial cooperative that provides financing and related services to farmers, ranchers, agribusinesses, commercial fishermen, timber producers, rural homeowners and crop insurance customers in a seven-state territory in the Western United States.
AgWest champions the growth and advancement of agriculture, the value of rural communities, and the vital contribution our customers make to the economy and society.
We are in search of a Technical Support Specialist I or Technical Support Specialist II to join our Service Desk department in Rocklin, California.
This full-time position reports to the Director of Service Desk and provides support to AgWest 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 position is eligible for a hybrid work schedule and one-time home office stipend after initial training period. This is not a remote position and will require the ability to work on-site.Compensation Information
The base salary range for this position is:
Level I $48,000 - $72,000; bonus at target is 6% of salary
Level II $53,000 - $79,000; bonus at target is 6% of salary
Job Requirements
Provide first contact support for the service desk via phone, self-service portal, and email, ensuring courteous, timely and effective resolution of reported issue or request.
Build rapport and elicit problem details from service desk customers.
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 printers, audio/video conferencing, 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.
Other duties as assigned.
Minimum Requirements
At least one year of related experienceGeneral knowledge of PC operating systems, network troubleshooting, software installation and troubleshooting, MS Office tools, and computer hardware componentsAssociate's degree in business, information systems, computer science or related field, or an equivalent combination of education and experienceProven ability to work both independently and collaborativelyEffective written and verbal communication skillsAbility to effectively build rapport with individuals seeking technical assistancePrior success in a customer service/support capacityAnalytical and problem-solving skills with a desire to continually learn new skillsPreferred Requirements
Bachelor's degree in related fieldExperience using or supporting business software applications (Salesforce, CRM software, O365, Microsoft Teams) and using support ticketing systemsMicrosoft (MTA, MCSA) or Networking certifications (CompTIA Network , CCNA) preferredBenefits Offered by AgWest
Medical, dental, and vision insuranceBasic term life and AD&D insurance (fully paid for by the company)
Paid days off annually: 15 vacation*, 15 sick, 11 holidays and 3 volunteer401(k) plan (6% match plus 3% employer contribution)Employee Assistance ProgramWellness ProgramJeans are welcome at work every day at AgWest
*Vacation accrual rates increase with tenure.
Details about insurance and retirement benefits are available at:
#LI-Hybrid
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 law.