Desktop Support Specialist II - Windows & Mac

lplfinancial; Fort Mill (SC); On-site; USD 37,000 - 62,000; Full time

Job summary

LPL Financial seeks an Analyst II, Home Office Tech to deliver IT support to internal employees across multiple offices, resolving incidents and guiding rollout of new technologies. You will work with AD/Azure, Intune Autopilot, ServiceNow, and Office 365 while helping build a knowledge base and training users.

The role is onsite at the Fort Mill location, with a focus on high-touch customer service, SLA adherence, and collaboration with cross-functional teams.

Qualifications

• 2+ years of Tech Support experience including supporting Windows and Mac.
• Experience with workstation setup, Citrix VDI experience, conference room support, networking, and other related duties
• 2+ years experience in management and support of Microsoft Active Directory Domains, Azure, Intune Autopilot, ServiceNow, Microsoft Office, Office 365, corporate networks, and mobile device technology.

Responsibilities

• Provides Tier 2 support for end-user computing devices for LPL employees and Contingent workers in multiple offices and functions as an escalation point for Tier 1 support.
• Responds to incidents and requests within a ticketing system, providing resolution within a complex fast-paced business environment.
• Deploys and troubleshoots end-user computing devices including laptops, desktops, printers, MFPs, and wireless devices aligned with the Home Office Security Policy.
• Reimage computers/hard drives in accordance with standards using MS Intune Autopilot. Perform Move, Add, and Change functions including installation and decommission.
• Install, configure, and troubleshoot Windows-based operating systems, Microsoft Office and Internet browsers.
• Install, configure, and troubleshoot MAC/Apple-based operating systems and proprietary applications.
• Configures and supports remote users including VPN client and connectivity.
• Provides customer training and knowledge documentation.
• Complies with and supports ITIL change-incident-problem management processes and work instructions.
• Troubleshoots incidents and fulfills requests within established SLAs.
• Adheres to Desktop and End User Computing processes, procedures, policies, and job aids.
• Provides a high touch, business-aware, personalized, world-class customer service that extends to executive and senior-level support.
• Partner with Business Units, Active Directory (Azure), Messaging, Network, Engineering, Information Security, Service Desk and vendors.
• Perform asset inventory activities as needed.
• Able to work with minimal instruction on day-to-day operations and general instruction on new assignments from management.
• Provide exceptional customer service to LPL internal business partners by troubleshooting IT-related problems from LOB application, MS Suite and VPN for remote users, to hardware such as mobile phones, laptops, PCs and printers.
• Maintain a high degree of customer service for all support queries and adhere to all service management principles, and standard operating procedures.
• Drive continuous improvement by thinking out of the box for potential solutions or ideas around reducing volume to the service desk and contribute to our knowledge base by writing and submitting KB articles.

Skills

Windows support

Mac support

Active Directory

Azure

Intune Autopilot

ServiceNow

Office 365

VPN/Networking

Education

Associate degree or certificate in Computer Science

Tools

Citrix VDI

Intune Autopilot

Azure

ServiceNow

Microsoft Office

Job description

LPL Financial seeks an Analyst II, Home Office Tech to deliver IT support to internal employees across multiple offices, resolving incidents and guiding rollout of new technologies. You will work with AD/Azure, Intune Autopilot, ServiceNow, and Office 365 while helping build a knowledge base and training users.

The role is onsite at the Fort Mill location, with a focus on high-touch customer service, SLA adherence, and collaboration with cross-functional teams.