Desktop Support Associate Analyst

100 Raymond James & Associates, Inc.; Denver (CO); Hybrid; USD 55,000 - 70,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

Life insurance

Retirement savings plan

Paid time off

Job summary

Raymond James is seeking an IT Help Desk professional to resolve hardware and software issues, with hybrid work in Denver, CO and select other U.S. locations.

The role includes on-site training during the first week, with ongoing remote and phone support, incident tracking, and knowledge base contributions. Ideal candidates have an Associate’s degree and 2–3 years of technical support experience, along with strong communication and customer service skills.

Qualifications

• Associate’s degree and 2–3 years in a technical helpdesk or similar environment.
• High School diploma completed (Required).
• Experience in technical support is preferred.

Responsibilities

• Install, configure, troubleshoot, and resolve hardware and software issues via phone, remote access, and on-site visits.
• Monitor incidents and service requests in the tracking system and document actions.
• Explain technical concepts clearly to non-technical users.
• Assist with software imaging and system configuration.
• Adhere to company security and end-user support policies.
• Communicate system issues to clients, peers, and management to maintain service quality.
• Contribute to knowledge base, document issues, and identify trends.

Skills

Clear communication

Analytical thinking

Time management

Customer service

Technical troubleshooting

Education

Associate’s degree

High School Diploma

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 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 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

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 Associate's - Completed, High School (HS) - Completed (Required)

Work Experience General Experience - 13 months to 3 years

Certifications

Salary Range $55,000.00-$70,000.00

Travel Less than 25%

Workstyle Hybrid

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 more details of the benefits offered, visit Myrjbenefits.com.

Company Culture & Values

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.

#LI-DM1

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.

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.