Desktop Support Associate Analyst

Raymond James; Southfield (MI); Hybrid; USD 55,000 - 70,000; Full time

Benefits offered by this job

Benefits package

Hybrid work schedule

Job summary

Raymond James is seeking an IT Helpdesk Analyst to support end-users with hardware and software issues. The role operates on a hybrid model with in-office presence 3 days a week in Denver, CO, Southfield, MI, or St. Petersburg, FL. Initial training is onsite for five days.

Visa sponsorship is not available. Responsibilities include incident tracking, remote and on-site support, and escalation as needed. The position emphasizes clear communication, strong customer service, and cross-functional

Qualifications

• Associate’s degree and 2–3 years of experience in a technical helpdesk or technical support environment.

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 with thorough documentation.
• Explain technical concepts clearly to non-technical users.
• Assist with standard software images and system configuration.
• Adhere to technology, security, and end-user support policies.
• Report system issues to maintain service quality and reliability.
• Contribute to knowledge base and reference materials.

Skills

Clear communication

Analytical thinking

Time management

Learning agility

Proactive mindset

Customer service

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 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.

Education

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

Work Experience

General Experience - 13 months to 3 years

Salary Range

$55,000.00-$70,000.00

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.

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.