Desktop Support Associate Analyst

Raymond James Financial, Inc.; Denver (CO); Hybrid; USD 42,000 - 60,000; Full time

Job summary

Raymond James Financial, Inc. is seeking a technical support specialist to join our hybrid work model, reporting to the Technology Support team. The role requires in-office presence 3 days per week in Denver, CO, with an initial training week onsite.

The position emphasizes strong hardware/software troubleshooting, clear communication with users, and on-call rotation participation. Visa sponsorship is not offered.

Qualifications

• Associate's degree in a technical field or equivalent.
• 2–3 years of technical helpdesk or support experience.
• Experience with Windows/macOS and hardware troubleshooting.
• Strong communication skills and customer focus.

Responsibilities

• Install, configure, troubleshoot, and resolve hardware and software issues via phone, remote, and on-site support.
• Monitor incidents and document work in the call-tracking system.
• Explain technical concepts clearly to non-technical users.
• Participate in testing new hardware/software releases and system enhancements.
• Support cross-functional technology projects and on-call rotations.

Skills

Clear communication

Analytical thinking

Time management

Quick learner

Education

Associate's degree

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

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.