Desktop Support Associate Analyst

raymondjames; United States; Hybrid; USD 52,000 - 76,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Life insurance

Disability benefits

401(k) plan

Paid time off

Parental leave

Job summary

Raymond James, based in St. Petersburg, FL, is seeking a technical helpdesk professional for hybrid work. The role requires resolving hardware and software issues, providing phone, remote, and occasional on-site support, and documenting work in the ticket system.

The ideal candidate has an Associate's degree with 2–3 years of helpdesk experience and strong communication skills. The position includes on-site training for one week and after-hours rotation readiness.

Qualifications

• Associate's degree required; 2–3 years in technical helpdesk or support environment preferred.
• Experience with Windows and macOS, basic networking, and incident tracking is expected.

Responsibilities

• Install, configure, troubleshoot, and resolve hardware/software issues via phone, remote, and on-site support.
• Monitor incidents in the call-tracking system and document steps and resolutions.
• Explain technical concepts clearly to non-technical users and assist with software images and system config.
• Follow security policies and corporate procedures for end-user support.
• Contribute to knowledge base, document issues and resolutions for future reference.
• Participate in on‑call rotations and after-hours support as needed.

Skills

Troubleshooting

Communication

Documentation

Time management

Remote support

On-site support

Education

Associate's degree

Tools

Windows

macOS

Networking basics

Remote desktop tools

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

Compensation and Benefits

• 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.
• 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)
• parental leave

Company 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.