What are the responsibilities and job description for the Desktop Support Associate Analyst position at raymondjames?
Job Description Summary Helps end-users resolve issues with computer hardware or software. Responds to user inquiries, troubleshoots and diagnoses problems and identifies solutions with IT equipment and applications. Job Description This position will follow our hybrid work model, we expect the selected candidate to be in office 2-3 days a week in our Saint Petersburg, Corporate Office. Please Note: The initial training period will last six weeks and will require candidates to be onsite in the office five days a week. Essential Duties & Responsibilities Install, configure, troubleshoot, and resolve hardware and software issues through phone support, remote access, and occasional on‑site visits. Monitor and respond to incidents, service requests, and tasks within the call‑tracking system, ensuring all work is thoroughly documented. Communicate technical concepts clearly and effectively to non‑technical 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 non‑technical 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 on‑call rotations Education & Experience Associate’s 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 High School (HS) (Required) Work Experience General Experience - 13 months to 3 years 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. Raymond James is a diversified financial services company providing wealth management, capital markets, asset management, banking and other services to individuals, corporations and municipalities. Founded in 1962 in St. Petersburg, Florida, rather than on Wall Street, we have always embraced being a different kind of financial services firm. Today, Raymond James has locations and subsidiaries across the United States, Canada, the United Kingdom and Germany, and is listed on the New York Stock Exchange under the symbol RJF. Thanks for your interest in working with Raymond James. While we might not have the perfect role for you today, we'd love to keep in touch. Join our Talent Network to stay up to date on career opportunities that may be a good fit for you. Our business is deeply focused on people and their financial well-being. We're committed to helping individuals, corporations and institutions achieve their goals, while also supporting successful professionals and helping our communities prosper. We believe doing well and doing good aren't mutually exclusive. As an established but ever-evolving company, you can start – or continue – growing your career here. We invest in you with wide-ranging benefits and the support of leaders and colleagues who care. From development opportunities and enriching networking groups to prioritizing diversity, inclusion and the power of different perspectives, Raymond James is where good people grow. Our people-first culture is outlined in our Culture Blueprint. Check it out to see why many choose to work at Raymond James – and why they stay.