System Analyst I

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
  
  oProvides End User Assistance to diagnose and resolve basic technical issues
  

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

  oMonitors 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+.