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 suppo