Desktop Support Associate Analyst

Job Description Summary

Job Description

This position will follow our hybrid work model we expect the selected candidate to be in office 3 days a week in our St. Petersburg FL Corporate HQ.

Please Note:The initial training period will last one week and will require candidates to be onsite in the officefive days a week.

This role is not eligible for Work Visa sponsorship either currently or in the future.

Essential Duties & Responsibilities

• Install configure troubleshoot and resolve hardware and software issues through phone support remote access and occasional onsite visits.

• Monitor and respond to incidents service requests and tasks within the calltracking system ensuring all work is thoroughly documented.

• Communicate technical concepts clearly and effectively to nontechnical users.

• Perform installations of standard corporate software images and assist with system configuration.

• Adhere to all company and departmental policies related to technology security and end-user support.

• Communicate system issues or disruptions to clients peers and management to maintain service quality and reliability.

• Serve as a subject matter expert by contributing to knowledge base documentation updating reference materials and analyzing issue trends.

• Document product issues troubleshooting steps and resolutions for future reference.

• Conduct advanced hardware diagnostics and initiate warranty repair processes as needed.

• Participate in testing new hardware software releases and system enhancements.

• Support cross-functional technology projects as assigned.

• Participate in the on-call rotation and respond promptly to after-hours support needs.

Knowledge Of

• Advanced troubleshooting and maintenance of computer hardware and software

• Operating systems (Windows/macOS)

• Mobile devices and mobile OS environments

• Networking fundamentals

• Business and productivity applications

• Security tools and best practices

• Financial services applications (preferred)

Skills

• Ability to communicate information clearly across various formats ensuring understanding among technical and nontechnical audiences

• Strong analytical thinking with the ability to identify issues interpret data and recommend solutions

• Effective time and task management ensuring timely completion of work

• Ability to quickly learn and apply new technical information

• Proactive approach to meeting objectives and driving results

• Strong customer service skills with a focus on building productive relationships and ensuring user satisfaction

Ability To

• Work occasional non-standard shifts including nights weekends or assigned oncall rotations

• Travel to branch offices (15%<)

Education & Experience

• Associates degree and two (2) to three (3) years of experience in a technical helpdesk or technical support environment or an equivalent combination of education training and experience.

Education

Work Experience

Certifications

Travel

Workstyle

The total compensation for this position includes base salary or wages and may include components such as additional compensation (cash or equity) discretionary bonuses or commissions. This position is eligible for a benefits package that may include medical dental and vision; life insurance; critical illness insurance and accident insurance; disability benefits; retirement savings; paid time off (including vacation holidays and sick leave); and parental leave. Eligibility for benefits and specific offerings may vary based on position and employment status. To view more details of the benefits offered visit .

At Raymond James our associates use five guiding behaviors (Develop Collaborate Decide Deliver Improve) to deliver on the firms core values of client-first integrity independence and a conservative long-term view.

We expect our associates at all levels to:
Grow professionally and inspire others to do the same
Work with and through others to achieve desired outcomes
Make prompt pragmatic choices and act with the client in mind
Take ownership and hold themselves and others accountable for delivering results that matter
Contribute to the continuous evolution of the firm

At Raymond James as part of our people-first culture we honor value and respect the uniqueness experiences and backgrounds of all of our Associates. When associates bring their best authentic selves our organization clients and communities thrive. The Company is an equal opportunity employer and makes all employment decisions on the basis of merit and business needs.