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Agency Support Analyst

Michigan Farm Bureau

Lansing, MI

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JOB DETAILS
SALARY
$56,000–$67,334 Per Year
SKILLS
ADP, Analysis Skills, Call Centers, Communication Skills, Computer Hardware, Computer Networks, Computer Science, Customer Support/Service, Email Encryption, Help Desk, High School Diploma, Information Technology & Information Systems, Insurance, LexisNexis, Mainframe Computer, Microsoft Active Directory, Microsoft Excel, Microsoft Internet Explorer Browser, Microsoft Outlook, Microsoft Word, Network Administration/Management, Operations Processes, PC Software, Printers, Printing, Problem Solving Skills, Production Systems, Systems Administration/Management, Technical Support, Time Management, Trend Analysis, Workstation Hardware
LOCATION
Lansing, MI
POSTED
Today
Agency Support Analyst US-MI-Lansing Job ID: 2026-8675 of Openings: 1 Category: Customer Service/Support Farm Bureau Center Overview 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 All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Compensation details: 56000-67334 Yearly Salary PI4113fbedcda4-25448-407471795c143e31-5e48-4549-b638-05792d185386

About the Company

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Michigan Farm Bureau

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