Associate Analyst, End User Support

raymondjames; Saint Petersburg (FL); Hybrid; USD 42,000 - 56,000; Full time

Job summary

Raymond James is seeking an IT Helpdesk professional to support end users with hardware and software issues. The role requires in-office presence three days per week in St. Petersburg, FL or Southfield, MI, with an initial onsite five-day training period.

The position emphasizes documentation, process adherence, and basic data management tasks. The candidate will develop knowledge of policies and procedures, coordinate tasks, and grow technical skills through training and coaching while

Qualifications

• Familiar with standard office equipment and software.
• Strong written and verbal communication skills preferred.
• Ability to follow documented procedures and meet SLAs.

Responsibilities

• Provide second-line hardware, software, and end-user support.
• Assist with data management tasks.
• Maintain internal client relationships through simple tasks.
• Create and update Microsoft documents, databases, and other systems; assist with budgeting and time/expense tracking.
• Perform knowledge management tasks following established procedures.
• Adhere to organizational policies and regulatory codes.

Skills

Verbal communication

Office software

Data entry

Problem solving

Customer service

Education

Associate's in Computer Science

Associate's in Systems Analysis

High School Diploma

Tools

Office software suites

Job description

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 3 days per week at either of our St. Petersburg HQ or Southfield, MI office locations

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

Responsibilities:

• Provide second-line hardware, software, and end-user support for unresolved queries in line with documented procedures and service-level targets to support the business effectively.
• Support others by working on a variety of data management tasks.
• Help manage internal client relationships by carrying out simple procedural tasks.
• Produce, update, and provide best practice support on Microsoft documents, databases, and other departmental systems. Tasks may include purchasing materials, entering budgetary information, and recording time and expenses.
• Carry out simple knowledge management tasks by following established procedures in order to support others.
• Develop working knowledge of the organization's policies and procedures and of regulatory codes and codes of conduct relevant to own work, adhering to mandatory procedures to ensure own work is undertaken to the required standards.
• Organize own work schedule in order to get the job done, coordinating with support services and assigning short-term tasks to others if necessary.
• Develop and maintain excellent process or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching.

Skills:

• Uses clear and effective verbal communications skills with guidance (but not constant supervision) to express ideas, request actions and formulate plans or policies.
• Supports business processes with guidance but not constant supervision by understanding and effectively using standard office equipment and standard software packages.
• Works with guidance (but not constant supervision) to achieve full compliance with applicable rules and regulations in management and/or operations.
• Works under guidance (but not constant supervision) to acquire, organize, protect and process data to fulfill business objectives.
• Works with guidance (but not constant supervision) to plan, organize, prioritize and oversee activities to efficiently meet business objectives.
• Works with guidance (but not constant supervision) to develop, monitor, interpret and understand policies and procedures, while making sure they match organizational strategies and objectives.
• Works under guidance (but not constant supervision) to analyze data trends for use in reports to help guide decision making.
• Works with guidance (but not constant supervision) to monitor, diagnose and fix technological problems.
• Works with guidance (but not constant supervision) to ensure that IT applications meet required specifications by designing, executing and reporting on tests of systems and services.
• Works at an intermediate level to leverage digital communication (email, text, chat, social media) to create positive, defining moments for customers. Typically works with guidance.
• Works at an intermediate level to navigate customer conversations by leveraging the four parts of a service conversation: open, learn, reply, and close. Typically works with guidance.
• Works at an intermediate level to navigate conversations in which the customer is frustrated or unhappy with the organization. Typically works with guidance.
• Works with guidance (but not constant supervision) to select, deploy and get the best results from the most appropriate office system.
• Works at an intermediate level to connect with customers to strengthen the relationship, meeting personal needs through positive customer experiences. Typically works with guidance.
• Works under supervision at an elementary level to analyze data from multiple sources to draw appropriate conclusions and make suitable recommendations.

Education

Associate's: Computer and Information Science, Associate's: Computer Systems Analysis, High School (HS) (Required)

Work Experience

General Experience - None

Travel

Less than 25%

Workstyle

Hybrid

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 mo