Desktop Support Associate Analyst

Raymond James; Saint Petersburg (FL); Hybrid; USD 45,000 - 65,000; Full time

Benefits offered by this job

Medical benefits

Dental & Vision

Life insurance

Retirement plan

Paid time off

Job summary

Raymond James in St. Petersburg, FL is seeking an IT Helpdesk Analyst to resolve end-user hardware and software issues.

The role combines phone support, remote access, and occasional on-site visits, with initial onsite training during the first week. Hybrid work model applies after training, and visa sponsorship is not available.

Qualifications

• Associate’s degree and 2–3 years of helpdesk experience.
• Experience with Windows and macOS operating systems.
• Familiarity with ITIL processes and ticketing systems.
• Strong written and verbal communication skills.

Responsibilities

• Install, configure, troubleshoot, and resolve hardware and software issues via phone, remote access, and occasional onsite visits.
• Monitor incidents and service requests in the ticketing system and document actions taken.
• Explain technical concepts in clear terms to non-technical users.
• Assist with standard software image deployments and system configurations.
• Adhere to company policies on technology, security, and end-user support.
• Notify clients and teams of system issues to maintain service quality.
• Contribute to knowledge base updates and issue trend analyses.
• Document issues, steps taken, and resolutions for future reference.
• Support testing of new hardware, software releases, and system enhancements.
• Participate in on-call rotations and after-hours support as needed.
• Collaborate on cross-functional technology projects.

Skills

Advanced troubleshooting

Windows/macOS

Remote support

Customer service

Clear communication

Education

Associate’s degree

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 St. Petersburg, FL Corporate HQ.

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.

Education

High School (HS) (Required)

Work Experience

General Experience - 13 months to 3 years

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

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.