Desktop Analyst II

LPL Financial; Fort Mill (SC); On-site; USD 37,000 - 62,000; Full time

Job summary

LPL Financial is seeking an Analyst II, Home Office Tech to provide IT support for internal employees across multiple offices. You will resolve or escalate issues, support rollout of new technologies, and assist in building a robust knowledge base to drive user adoption.

Responsibilities include Tier 2 support for end-user devices, Windows/Mac configuration, VPN connectivity, and adherence to ITIL processes.

Qualifications

• 2+ years of Tech Support experience including Windows and Mac.
• 2+ years in management and support of AD/Azure/Intune AutoPilot/ServiceNow/Office 365 and networks.
• Experience with mobile device technology and corporate networks.

Responsibilities

• Provides Tier 2 IT support for end-user computing devices for employees and contingent workers.
• Responds to incidents and requests within a ticketing system.
• Deploys and troubleshoots end-user devices including laptops, desktops, printers, and mobile devices.
• Reimage computers and perform Move/Add/Change functions including installation and decommission.
• Install, configure, and troubleshoot Windows and MacOS and Office 365.
• Configure and support remote users including VPN connectivity.
• Provide customer training and document knowledge.
• Adhere to ITIL processes and service levels.
• Maintain high standard of customer service for all support queries.
• Contribute to knowledge base with KB articles.

Skills

Windows

Mac

Active Directory

Azure

Intune AutoPilot

ServiceNow

Office 365

VPN

Education

Associate degree or higher

Certificate/Boot Camp in CS

Tools

Citrix VDI

Job description

Where Ambition Meets Innovation

Build a career that matches all your initiative with an impressive dose of innovation. From cutting-edge resources and a collaborative environment to the freedom to make an impact and more, you’ll find the ingredients you need at LPL Financial to shape your success while helping clients pursue their financial goals.

LPL Home Office Technologies is responsible for the support, engineering, and strategy for the enterprise desktop applications that our internal employees use to better serve our Advisors and Investors. Simply put, our goal is to provide a modern computing environment that is reliable, simple to use, and flexible to individual workstyles.

We are seeking a qualified professional Analyst II, Home Office Tech to provide IT Support to our LPL internal employees, resolving or escalating issues in a timely and professional manner over multiple channels of communication. Secondarily, this role will support and participate in internal IT activities such as helping rollout and drive user adoption to new technologies, ensuring new hires success with IT needs when they start at LPL, and assist in building a robust knowledge base that we be leveraged as we introduce automation and AI.

Responsibilities

• Provides Tier 2 support for end-user computing devices for LPL employees and Contingent workers in multiple offices and functions as an escalation point for Tier 1 support.
• Responds to incidents and requests within a ticketing system, providing resolution within a complex fast-paced business environment.
• Deploys and troubleshoots end-user computing devices including laptops, desktops, printers, MFPs, and wireless devices that are aligned with the Home Office Security Policy.
• Reimage computers/hard drives in accordance with standards using MS Intune Autopilot. Perform Move, Add, and Change functions including installation and decommission.
• Install, configure, and troubleshoot Windows-based operating systems, Microsoft Office and Internet browsers.
• Install, configure, and troubleshoot MAC/Apple-based operating systems and proprietary applications.
• Configures and supports remote users including VPN client and connectivity.
• Provides customer training and knowledge documentation.
• Complies with and supports ITIL change-incident-problem management processes and work instructions.
• Troubleshoots incidents and fulfills requests within established SLAs.
• Adheres to Desktop and End User Computing processes, procedures, policies, and job aids.
• Provides a high touch, business-aware, personalized, world-class customer service that extends to executive and senior-level support.
• Partner with Business Units, Active Directory (Azure), Messaging, Network, Engineering, Information Security, Service Desk and vendors.
• Perform asset inventory activities as needed.
• Able to work with minimal instruction on day-to-day operations and general instruction on new assignments from management.
• Provide exceptional customer service to LPL internal business partners by troubleshooting IT-related problems from LOB application, MS Suite and VPN for remote users, to hardware such as mobile phones, laptops, PCs and printers.
• Maintain a high degree of customer service for all support queries and adhere to all service management principles, and standard operating procedures.
• Drive continuous improvement by thinking out of the box for potential solutions or ideas around reducing volume to the service desk and contribute to our knowledge base by writing and submitting KB articles.

What are we looking for?

We’re looking for strong collaborators who deliver exceptional client experiences and thrive in fast-paced, team-oriented environments. Our ideal candidates pursue greatness, act with integrity, and are driven to help our clients succeed. We value those who embrace creativity, continuous improvement, and contribute to a culture where we win together and create and share joy in our work.

Requirements

• Must be able to work 100% from a corporate office 5 days a week. Role supports onsite employees so working remotely is not an option.
• 2+ years of Tech Support experience including supporting Windows and Mac. Experience with workstation setup, Citrix VDI experience, conference room support, networking, and other related duties
• 2+ years experience in management and support of Microsoft Active Directory Domains, Azure, Intune AutoPilot, ServiceNow,Microsoft Office, Office 365, corporate networks, and mobile device technology.

Preferences

• Working knowledge of various Windows OS and hardware for PC environments, principles and terminology of networking and mobile technologies.
• Strong communication skills and collaborative attitude are key attributes for this role.
• An Associate degree, Certificate, or Boot Camp in Computer Science or equivalent training/experience required.

Pay Range

$27.14-$45.21/hour

Actual base salary varies based on factors, including but not limited to, relevant skill, prior experience, education, base salary of internal peers, demonstrated performance, and geographic location. Additionally, LPL Total Rewards package is highly competitive, designed to support your success at work, at home, and at play – such as 401K matching, health benefits, employee stock options, paid time off, volunteer time off, and more.

Company Overview

LPL Financial Holdings Inc. (Nasdaq: LPLA) is among the fastest growing wealth management firms in the U.S. As a leader in the financial advisor-mediated marketplace(6), LPL supports over 32,000 financial advisors and the wealth management practices of approximately 1,100 financial institutions, servicing and custodying approximately $2.3 trillion in brokerage and advisory assets on behalf of approximately 8 million Americans. The firm provides a wide range of advisor affiliation models, investment solutions, fintech tools and practice management services, ensuring that advisors and institutions have the flexibility to choose the business model, services, and technology resources they need to run thriving businesses. For further information about LPL, please visit www.lpl.com.

At LPL, independence means that advisors and institution leaders have the freedom they deserve to choose the business model, services, and technology resources that allow them to run a thriving business. They have the flexibility to do business their way. And they have the freedom to manage their client relationships, because they know their clients best. Simply put, we take care of our advisors and institutions, so they can take care of their clients.

For further information about LPL, please visit www.lpl.com.

Join the LPL team and help us make a difference by turning life’s aspirations into financial realities.

Principals only. EOE.

Information on Interviews

LPL will only communicate with a job applicant directly from an @lplfinancial.com email address and will never conduct an interview online or in a chatroom forum. During an interview, LPL will not request any form of payment from the applicant, or information regarding an applicant’s bank or credit card. Should you have any questions regarding the application process, please contact LPL’s Human Resources Solutions Center at [phone].

EAC 5.19.26