Support Center Analyst

How will your role impact First Command?

The Support Center Analyst provides the first level (Tier 1) of customer service to internal corporate users reaching out to the BIS Technical Support Center in an inbound call center environment. The Support Center Analyst's main responsibility is to gather information regarding end users request/issue, troubleshoot to provide first touch resolution, or escalate as needed. Problem resolution may involve the use of diagnostic and case management tracking tools. The Support Center Analyst reports directly to the Manager of the Technical Support Center.

What will you be doing?

• Provide first-rate customer service to users requesting support center services

• Utilize sound judgment, critical thinking, and technical savvy to analyze and resolve complex technical issues with various system services including but not limited to - User access, system operations, client databases, software applications, desktop/laptop computers, and technical configurations.

• Occasionally provide Clients with how-to recommendations regarding the use of their hardware and software platforms.

• Ensure timely incident follow-up with all Clients.

• Resolve and close all tickets with Client's confirmation.

• Properly manage and document all work performed as part of ticket queue management.

• Be able to work independently and as well as in a team environment.

• Manage interactions with callers and co-workers in a professional and supportive manner.

• Quickly assess whether a particular issue indicates that the Client needs further end-user training and ensure the issue is transferred to the appropriate team to address.

• Be able to develop and execute short-term actions to resolve complex Client issues.

• Provide emergency On Call support during non-business hours as assigned.

• System and process monitoring overnight for Home Office and Banking systems including resolution of alerts and a number of completed automated tasks as assigned.

• Provide user instruction via telephone and remote access software to increase user capabilities and reduce administrative errors.

• Maintain a high level of proficiency regarding company-supported hardware and software to provide first touch resolution to customer to minimize impacts and costs.

What skills/qualifications do you need?

Education

• The Support Center Analyst job requires advanced knowledge in the computer field customarily obtained by a prolonged course or courses of study.

• Bachelor's Degree or equivalent experience to include three or more years experience in IT call centers, IT systems, network operations, or software support.

Work Experience

• Three or more years industry experience or technical training with Microsoft products or equivilent computer support services

• Will consider a recent college graduate with a computer related degree.

Certifications

• Professional Computer Related Certifications not required but considered a plus.

• Computer Related Certifications can be used to qualify as experience.

Knowledge, Skills, and Abilities

• Must be Client service oriented.

• Advanced computer software and hardware knowledge

• Advanced Computer Troubleshooting skills

• Advanced Internet, Windows knowledge

• Able to maintain a professional telephone presence

• Excellent oral and written communication skills

• Ability to balance multiple and shifting priorities.

• Display dependable, punctual and professional demeanor.

• Significant experience troubleshooting proprietary software.

• Must possess strong analytical skills.

• Possess strong problem solving and critical thinking skills.

• Maintain a positive attitude.

• Experience with Windows Active Directory.

• Experience with Client/Server Printer troubleshooting

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2023 First Command Financial Services, Inc. parent of First Command Brokerage Services, Inc (Member SIPC, FINRA), First Command Advisory Services, Inc., First Command Insurance Services, Inc. and First Command Bank. Securities products and brokerage services are provided by First Command Brokerage Services, Inc., a broker-dealer. Financial planning and investment advisory services are provided by First Command Advisory Services, Inc., an investment adviser. Insurance products and services are provided by First Command Insurance Services, Inc. Banking products and services are provided by First Command Bank (Member FDIC, Equal Housing Lender). Securities are not FDIC insured, have no bank guarantee and may lose value. A financial plan, by itself, cannot assure that retirement or other financial goals will be met. First Command Financial Services, Inc. and its related entities are not affiliated with, authorized to sell or represent on behalf of or otherwise endorsed by any federal employee benefits programs referenced, by the U.S. government, or the U.S. armed forces.

First Command does not discriminate in the recruiting of Employees or Financial Advisors on the basis of race, color, religion, national origin, sex, sexual orientation, gender identity, marital status, disability, age or veteran status. No information solicited by First Command from you is intended to be used in a discriminatory manner. All information provided by you will be reviewed carefully, but the receipt of an Advisor application or other information does not imply that you will be offered the opportunity to enter into a Financial Advisor/Agent Agreement with First Command.

Job Location

1 FirstComm Plaza, Fort Worth, Texas

Position Type

Full-Time/Regular