Agency Support Analyst
Company: Michigan Farm Bureau
Location: Lansing
Posted on: January 27, 2026
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Job Description:
Agency Support Analyst US-MI-Lansing Job ID: 2026-8531 Type:
Regular Full-Time of Openings: 1 Category: Information Technology
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.
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Keywords: Michigan Farm Bureau, Kalamazoo , Agency Support Analyst, IT / Software / Systems , Lansing, Michigan
