IT Support Analyst II - AI-Driven Helpdesk & Onboarding

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

Benefits offered by this job

401K matching

Health benefits

Employee stock options

Paid time off

Job summary

LPL Financial is seeking a Tech Support Analyst to provide IT assistance to employees, resolving incidents across phone, chat, and in-person channels. The role supports ongoing IT initiatives, including deployments, adoption efforts, and knowledge-base development to improve service delivery and enable smarter AI-enabled support.

The ideal candidate has 2+ years in technical support, experience with Microsoft Active Directory, Office 365, and networking, plus Windows OS and hardware familiarity.

Qualifications

• 2+ years of technical support experience or related experience.
• Experience supporting Microsoft Active Directory, Microsoft Office, Microsoft 365, corporate networks, and mobile devices.
• Working knowledge of Windows operating systems, PC hardware, networking concepts, and mobile technologies.

Responsibilities

• Receive, log, track, and manage incoming support requests through phone, reservations, customer-initiated incidents, and chat channels.
• Troubleshoot and resolve issues related to line-of-business applications, Microsoft technologies, VPN connectivity, mobile devices, laptops, desktops, printers, and other hardware.
• Research reported issues, provide status updates, and communicate escalation paths to end users when necessary.
• Adhere to established service management processes, support procedures, and documentation standards.
• Contribute to continuous improvement initiatives by identifying opportunities to reduce service desk volume and developing knowledge base articles.
• Support technology deployments and initiatives that improve employee adoption of new tools and services.
• Assist new hires with IT setup and onboarding activities to enable a successful start at LPL.

Skills

Technical support

Windows OS

Microsoft 365

Active Directory

Networking concepts

Mobile devices

Education

Associate’s degree or relevant certificate

Tools

Microsoft Office / 365

VPN technology

PC hardware

Job description

LPL Financial is seeking a Tech Support Analyst to provide IT assistance to employees, resolving incidents across phone, chat, and in-person channels. The role supports ongoing IT initiatives, including deployments, adoption efforts, and knowledge-base development to improve service delivery and enable smarter AI-enabled support.

The ideal candidate has 2+ years in technical support, experience with Microsoft Active Directory, Office 365, and networking, plus Windows OS and hardware familiarity.