Technical Support Analyst II

Job Description

Job Description

Who we are:

Farm Credit Bank of Texas is a $42.2 billion wholesale bank that has been financing agriculture and rural America for over 100 years. Headquartered in Austin, Texas, we provide funding and services to rural lending associations in five states, and we are active in the nation's capital markets.

While you may not be familiar with our name, Farm Credit Bank of Texas plays a critical role in supporting the businesses that make it possible for America to maintain access to an affordable and safe food supply, an industry which is one of the most innovative and evolving of our time. And while you help us deliver on our mission, we deliver on our commitment to you as a valued employee by providing competitive compensation, generous health and wellness benefits packages and an attractive workplace located along the bluffs of the Colorado River just minutes west of downtown Austin.

We seek out top talent in their fields, whether it be technology, finance, accounting, credit, human resources, or other administrative functions, and welcome you to join us in our mission to feed the world.

Position Description:

The Technical Support Analyst II is responsible for delivering advanced technical support services to employees across the Bank while helping ensure a reliable, secure, and productive technology experience. This role serves as a key escalation point for the Customer Support team, providing technical expertise for desktop systems, mobile devices, networking, software applications, and enterprise technology platforms.

Working as part of the Information Technology team, the Technical Support Analyst II partners closely with Customer Support, Infrastructure Services, Information Security, vendors, and business stakeholders to resolve complex technical issues and support technology initiatives across the organization. The role combines hands-on technical troubleshooting with customer service excellence to ensure issues are resolved efficiently and employees receive timely support.

The position focuses on incident resolution, problem management, knowledge sharing, and continuous improvement efforts that enhance service delivery and operational effectiveness. The Technical Support Analyst II contributes to team success by documenting solutions, mentoring junior team members, supporting technology deployments, and identifying opportunities to improve processes and the overall customer experience.

Operating with a high degree of accountability and professionalism, the Technical Support Analyst II serves as a trusted resource for end users, helping ensure technology services remain accessible, reliable, and aligned with the Bank's business needs.

Day-to-Day Duties and Responsibilities:

• Serve as an escalation point for Customer Support by providing advanced technical assistance for desktops, laptops, mobile devices, printers, network connectivity, and other end-user technologies.
• Troubleshoot and resolve technical issues through a structured, methodical problem-solving process while maintaining a high level of customer service.
• Manage incidents, service requests, and problem tickets to ensure timely resolution and adherence to established service levels.
• Document troubleshooting activities, resolutions, and customer interactions within the Bank's IT service management platform.
• Coordinate with engineers, developers, vendors, and other internal teams to resolve complex technical issues and implement effective solutions.
• Follow up with users to ensure successful resolution of issues and provide guidance or training when appropriate.
• Develop and maintain knowledge base articles, troubleshooting guides, and technical documentation to improve support efficiency and knowledge sharing.
• Assist with technology deployments, software upgrades, hardware refreshes, and other projects supporting the Bank and user community.
• Support quality assurance efforts by reviewing support processes, identifying trends, and recommending service improvements.
• Provide coaching, mentoring, and technical guidance to less experienced team members.
• Monitor recurring issues and proactively identify opportunities to improve support processes and user experience.
• Educate customers on product functionality, best practices, and self-service resources.
• Participate in team initiatives designed to improve Customer Support operations and overall service delivery.
• Support onsite personnel and business operations as needed, including maintaining a regular onsite presence.
• Participate in on-call rotations and provide occasional after-hours support during evenings, weekends, or holidays when required.
• Stay current on technology trends, product releases, and industry best practices relevant to end-user support services.

What You Bring to the Team:

Our ideal candidate enjoys solving technical challenges, delivering exceptional customer service, and working collaboratively to improve the technology experience for employees across the organization.

This role requires a combination of technical support expertise, troubleshooting skills, customer relationship management, and operational excellence, including:

• Associate's degree, technical institute degree or certificate in Computer Science, Information Systems, or a related field; or equivalent professional experience.
• Four (4) to six (6) years of experience supporting computer hardware, software, mobile devices, networking technologies, and end-user computing environments.
• Advanced knowledge of Microsoft operating systems, Microsoft 365 applications, and related productivity technologies.
• Experience providing technical support within enterprise technology environments.
• Strong troubleshooting, analytical, and problem-solving skills with the ability to resolve complex technical issues.
• Ability to manage multiple priorities and work effectively in a fast-paced support environment.
• Strong verbal, written, and interpersonal communication skills.
• Customer-focused mindset with a commitment to delivering high-quality service and support.
• Ability to explain technical concepts and solutions to non-technical users.
• Experience documenting incidents, resolutions, procedures, and technical knowledge.
• Ability to work independently while collaborating effectively with cross-functional teams.
• Sound judgment, professionalism, discretion, and the ability to maintain confidentiality.

Preferred:

• Experience supporting users in a call center, help desk, service desk, or technical support environment.
• Microsoft, CompTIA A+, or other industry-recognized technical certifications.
• Experience working with IT service management platforms such as ServiceNow.
• Experience supporting enterprise collaboration, communication, and productivity platforms.
• Experience mentoring team members or serving as a technical resource for support teams.
• Familiarity with financial services, banking, or other regulated business environments.

Technical Skills and Knowledge:

• Advanced administration and troubleshooting knowledge of Microsoft Windows operating systems.
• Working knowledge of macOS and Linux operating systems.
• Intermediate knowledge of Microsoft Windows Server platforms, Active Directory, Group Policy, and Microsoft 365 administration.
• Understanding of enterprise applications and the ability to troubleshoot software-related issues.
• Working knowledge of networking concepts, including TCP/IP, LAN/WAN, DHCP, DNS, VPN, routing, switching, and firewall technologies.
• Experience using ticketing and IT service management tools to manage incidents and service requests.
• Ability to review logs, analyze system behavior, perform health checks, and identify emerging issues.
• Strong analytical thinking, organizational skills, and attention to detail.
• Ability to communicate effectively with employees, leadership, vendors, and technical teams.
• Demonstrated leadership, coaching, mentoring, and collaboration skills.

Why Farm Credit Bank of Texas:

In addition to a competitive salary, we offer comprehensive, affordable, and competitive benefit options that are focused on health and wellness, financial security, and achieving a work-life balance:

• Flexible health-and-wellness benefits, including medical insurance, prescription drug coverage, dental insurance, vision care, flexible spending accounts, and more.
• 401(k) plan that includes immediate vesting of a generous employer match and additional employer contribution.
• Long-term disability and life insurance.
• Vacation leave, sick leave, and paid holidays.
• Fertility benefit and parental leave plan.
• Up to two days per year to volunteer in local community organizations, services, or events.
• Ongoing professional-development opportunities.
• Generous tuition-reimbursement program.
• Physical fitness incentive plan.
• Employer matching gifts program.

Important note: We care about your hiring process and take it seriously. A real person will review your applications, meaning response timelines may vary. The interviewing process at Farm Credit Bank of Texas may include phone calls and emails, on-site interviews, and requests for portfolios or demonstrations of work. We can't personally follow up with each applicant, and we will do our best to create a professional, respectful, and thorough process for candidates with whom we identify as a potential fit.

A/EOE/M/F/D/V