Desktop Support Associate Analyst

Raymond James Financial, Inc.; Denver (CO); Hybrid; USD 42,000 - 62,000; Full time

Job summary

Raymond James Financial, Inc. seeks an IT Helpdesk Technician to support hardware and software issues across Windows and macOS in a hybrid Denver environment.

The role requires on-site presence initially (five days a week) for training, then in-office three days per week, with after-hours on-call rotations and travel to branch offices as needed. You will diagnose, document resolutions, and contribute to knowledge base while delivering excellent customer service and clear technical guidance to

Qualifications

• Associate’s degree and 2–3 years in a technical helpdesk or equivalent experience.
• Experience diagnosing hardware and software issues across Windows and macOS.
• Ability to explain technical concepts to non-technical users.
• Familiarity with security practices and corporate policies.

Responsibilities

• Install, configure, troubleshoot, and resolve hardware and software issues via phone, remote, and on-site support.
• Monitor incidents and service requests; document actions in the tracking system.
• Document product issues, steps taken, and resolutions for future reference.
• Assist with hardware diagnostics and warranty processes as needed.
• Participate in testing of new hardware, software releases, and system enhancements.
• Provide cross-functional support and be available for on-call rotations.

Skills

Troubleshooting

Windows/macOS

Networking basics

Security best practices

Mobile devices

Communication

Education

Associate’s degree

Tools

Call tracking system

Job description

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 office.

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 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
• Travel to branch offices (15%<)

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.