Desktop Support Associate AnalystRaymond James Financial, Inc.

This position will follow our hybrid work model, we expect the selected candidate to be in office 3 days a week in our Denver, CO, Southfield, MI or St. Petersburg, FL locations.

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