Job Description Summary

Under administrative directions, uses specialized knowledge in information technology and skills obtained through experience, specialized training, or certification to resolve complex support problems and escalated issues. Identify trends and interface with vendors to resolve hardware or software issues. Lead and\or participate in projects of large scope and complexity requiring cross-functional coordination. Serve as a technical advisor to team members and other departments. Provide guidance to perform varied work requiring evaluation, originality, and ingenuity to make decisions. Resolve or recommend solutions to complex problems. Extensive contact with customers and vendors is required to identify, research, and resolve problems.

Job Description

The incumbent will provide in-office support 4 days per week (Monday – Thursday), and provide remote support 1 day per week (Friday).

Essential Duties and Responsibilities

• Install, troubleshoot and solve complex escalated problems on a wide variety of commercial and proprietary software via remote and on-site support.

• Lead onboarding efforts for department new-hires, following documents steps and procedures, including the submission of access tickets specific to department team roles.

• Prepare laptops with standard software and account profile setups for new-hires or warranty replacements as needed, and ship them using department resources for remote associates, including other physical hardware.

• Perform offboarding steps for associates leaving the department.

• Maintain an asset inventory for in-office associate workstations and for remote associates.

• Assist with technology hardware issues for in-office or remote associates.

• Troubleshoot and solve complex escalated problems with network connectivity involving local and wide area networks.

• Provide solutions on complex problem resolutions to support team.

• Use software to remote control end user computers to resolve problems.

• Monitor Outlook and Microsoft Teams for new problem reports and change requests in addition to troubleshooting and resolving requests within expected SLAs.

• Communicate technical information to department associates in a manner non-technical users may understand.

• Stay abreast of, and comply with, company and department policies and procedures.

• Identify, research, and resolve system data integrity issues/anomalies and report them to appropriate software development areas.

• Effectively communicate to clients, peers, and management any system issues that affect the quality or reliability of supported systems.

• Document product problems and their resolutions in a solutions database for future analyst reference.

• Lead the work of others and provide training in commercial and proprietary software, provide guidance on company and department policies and procedures, facilitate workflow between departments, and lead assigned project tasks.

• Liaise with other Support Analysts or IT Subject Matter Experts for solutions, problem solving, or complex software requirements.

• Monitor the Service Now Ticketing System for Enterprise outages, and critical developments to ongoing support tickets.

• Create, maintain, and train on support documentation.

• Stay abreast of technology developments, identify potential impact to the existing technology environment, and disseminate information to appropriate entities.

• Identify trends in new Enterprise technology utilization, as well as research and provide our clients best practice recommendations.

• Meet with Product Managers to assess improvements in support of the clients.

• Monitor ongoing major support incidents to ensure you are following up-to-date troubleshooting procedures.

• Attend home office training events that are relevant to the role.

• Perform other duties and responsibilities as assigned.

Knowledge, Skills, and Abilities

Knowledge of

• Concepts, practices, and procedures used in supporting and troubleshooting computer hardware and software.

• Computer hardware and software, peripheral equipment and diagnostic methods, techniques and procedures.

• Software installation and removal.

• Operating systems, resources and services.

• Computer Backup and restoration procedures.

• Data networks and protocols.

• Networking, mainframes, standard operating systems and personal computer applications.

• Network architecture, back-office systems and proprietary software.

• Creating installation packages and scripting to automate tasks.

• Financial industry concepts and security products.

Skill in

• Analyzing and solving technical problems.

• Operating personal computers, peripheral equipment, telecommunication devices, and other standard office equipment.

• Using operating system administration and diagnostic tools to troubleshoot and resolve technical problems.

• Using software to remote control end-user computers.

• Operating standard office equipment and using required software applications, sufficient to provide basic troubleshooting.

Ability to

• Establish and maintain effective working relationships.

• Handle stressful situations and provide a high level of customer service in a calm and professional manner.

• Apply critical thinking to quickly ascertain true nature of problems and clearly communicate resolutions in a non technical manner.

• Work well and support others in a team approach to problem solving as well as work independently when required.

• Communicate effectively, both orally and in writing, with all organizational levels.

• Manage multiple tasks with changing priorities to meet deadlines in a fast paced environment with constant interruptions.

• Read, interpret and apply information from technical manuals and other materials.

• Research and acquire knowledge of developing Information Technology trends and emerging technologies.

• Pay close attention to detail, sufficient to complete tasks accurately and efficiently.

• Provide a high level of customer service and maintain a positive attitude at all times in dealing with our clients.

• Lead the work of others and provide technical training.

• Coach and mentor others.

• Prepare and deliver product demonstrations and conduct training presentations to large groups of people.

• Motivate others to use proper operational procedures.

Educational/Previous Experience Requirements

Education/Previous Experience

• Bachelor’s Degree in Computer Science, MIS or related field with a minimum of four (4) years of experience in a help desk or other technical support environment.

• ~OR ~

• An equivalent combination of education, training and/or experience as approved by Human Resources

Licenses/Certifications

• None required.

Education

Work Experience

Certifications

Travel

Less than 25%

Workstyle

Hybrid

At Raymond James our associates use five guiding behaviors (Develop, Collaborate, Decide, Deliver, Improve) to deliver on the firm's 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. 

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