MF
Agency Support Analyst
full-time•Waverly
About this role
OBJECTIVE
Agency Support Analyst Objective
To provide Level I technical support in a call center environment for up to 2,400 end-users. To provide proactive communication to all appropriate parties regarding online production system issues and outages. To provide problem analysis, resolution and coordination services to customers who require assistance in solving day-to-day operating problems related to specific application software systems, generic use utility software, personal computers and related equipment; network access; production batch output; and technical operating procedures. To recognize, analyze, and report ongoing problem trends and document solutions in a service desk tracking system.
RESPONSIBILITIES
Agency Support Analyst Responsibilities
Provide end-user problem support by giving immediate response to end-user problems and questions related to computer hardware, application and system software, network communications, batch production processing, system and network administration, and related business procedures. Analyze and independently resolve 75 percent of assigned problems on initial end-user contact. Request assistance of senior analyst or Level II support if unable to determine immediate resolution. Assign unresolved complex problems to Level II technical support or other support personnel as appropriate. Dispatch unresolved network problems to appropriate vendors. Follow up on all open problems to assure timely response to the end-user. Document all reported problems on the problem tracking system.
Provide a solid level of support to applications and products including, but not limited to, FB CARES, Microsoft Word, Excel, Outlook, Online Forms, Eforms, Security Forms, Auto/Member, Homeowners, BAP Quote, Customer Center/Lienholder, Document Center, Farmowners, Life Solutions, Photo Upload, RCT, BVS, Life Wizard, Online Manuals, Guardian, Farm Bureau Portal knowledge and navigation, Internet Explorer, Agent Log File, US Signal, Payroll’s ADP EeTime, LexisNexis-MVRs/Pay Advantage, Active Directory, Query, printing of all applications, printing hardware problems, Office Communicator, basic mainframe knowledge, Cipher Trust, E-mail Encryption, and Password Self Service.
Provide a solid level of understanding and knowledge related to the operational aspects of the Field Force environment including workstation and printer hardware usage.
QUALIFICATIONS
Agency Support Analyst Qualifications
Required
High school diploma or equivalent required.
Three years of experience in information technology or concentrated use of personal computers required.
Good understanding of insurance concepts required.
Demonstrated ability to communicate clearly, succinctly and in a manner that appeals to a wide audience.
Preferred
Associate’s or bachelor’s degree in business or computer science preferred.
Experience in customer service or technical help desk environment preferred.
Understanding of Farm Bureau's processing environment preferred.
Note: Farm Bureau offers a full benefit package including medical, dental, vision, and 401K.
PM19
What you'll do
- Provide Level I technical support for up to 2,400 end-users, addressing issues related to hardware, software, and network communications. Document problems and solutions in a service desk tracking system while ensuring timely follow-up with users.
About Michigan Farm Bureau Family of Companies
Michigan Farm Bureau and the following Affiliated Companies constitute the Michigan Farm Bureau Family of Companies: Michigan Farm Bureau, Farm Bureau Mutual Insurance Company of Michigan, Farm Bureau Life Insurance Company of Michigan, Great Lakes Ag Labor Services, LLC, MFB, Inc., Michigan Agricultural Cooperative Marketing Association, Inc. (MACMA), Cincinnati Equitable Life Insurance Company, Gravity Works Design, LLC, and Leaders Life Insurance Company.
The Michigan Farm Bureau Family of Companies offers its employees a well-rounded, healthy working environment, including competitive compensation and benefit programs, personal development opportunities, and an onsite fitness center. Consider becoming a part of this Michigan-grown company.
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Frequently Asked Questions
What does a Agency Support Analyst do at Michigan Farm Bureau Family of Companies?
As a Agency Support Analyst at Michigan Farm Bureau Family of Companies, you will: provide Level I technical support for up to 2,400 end-users, addressing issues related to hardware, software, and network communications. Document problems and solutions in a service desk tracking system while ensuring timely follow-up with users..
Is the Agency Support Analyst position at Michigan Farm Bureau Family of Companies remote?
The Agency Support Analyst position at Michigan Farm Bureau Family of Companies is based in Waverly, Michigan, United States. Contact the company through Clera for specific work arrangement details.
How do I apply for the Agency Support Analyst position at Michigan Farm Bureau Family of Companies?
You can apply for the Agency Support Analyst position at Michigan Farm Bureau Family of Companiesdirectly through Clera. Click the "Apply Now" button above to start your application. Clera's AI-powered platform will help match your profile with this opportunity and guide you through the application process.