Tech Support Analyst II

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

Benefits offered by this job

401K matching

Health benefits

Employee stock options

Paid time off

Volunteer time off

Job summary

LPL Financial in Fort Mill, SC is seeking a Tech Support Analyst to provide IT support to employees, resolve issues across Office 365, VPN, devices, and line-of-business apps, and assist with onboarding and knowledge base development.

You will follow service management processes, create documentation, and contribute to deployment and ongoing improvements, focusing on accurate issue resolution and strong customer service.

Qualifications

• 2+ years of technical support experience
• Associate’s degree or IT certificate
• Experience with Active Directory, Office 365, VPN, and mobile device tech
• Knowledge of Windows OS and networking

Responsibilities

• Receive, log, and manage incoming support requests from internal employees via phone, chat, and incident management channels.
• Troubleshoot and resolve issues related to Office 365, VPN connectivity, devices, and line-of-business applications.
• Provide status updates and escalation information; adhere to service level expectations.
• Create and maintain knowledge base documentation to support self-service resources.
• Participate in technology deployment, onboarding, and productivity-improvement activities.
• Identify opportunities to improve support processes and reduce ticket volume.

Education

Associate's degree or IT certificate

Tools

Active Directory

MS Office Suite

Office 365

VPN

Mobile devices

PC hardware

Networking

Job description

Where Ambition Meets Innovation

Build a career that matches all your initiative with an impressive dose of innovation. From cutting-edge resources and a collaborative environment to the freedom to make an impact and more, you'll find the ingredients you need at LPL Financial to shape your success while helping clients pursue their financial goals.

Job Overview

The Tech Support Analyst provides IT support to LPL employees by resolving or escalating technical issues in a timely and professional manner across multiple communication channels. This role also supports internal IT initiatives, including technology rollouts, user adoption efforts, new hire onboarding support, and the development of knowledge base content to improve self-service capabilities and support automation initiatives.

Responsibilities

• Receive, log, track, and manage incoming support requests from internal employees through phone, chat, reservations, and incident management channels.
• Troubleshoot and resolve issues related to line-of-business applications, Microsoft Office products, Office 365, VPN connectivity, mobile devices, laptops, desktops, and printers.
• Investigate reported issues and provide users with status updates, resolution progress, and escalation information when appropriate.
• Adhere to established service management processes, procedures, and service level expectations.
• Create and maintain knowledge base documentation to support issue resolution and self-service resources.
• Participate in technology deployment, adoption, and onboarding activities to support employee productivity and operational effectiveness.
• Identify opportunities to improve support processes and reduce service desk ticket volume.

What Are We Looking For?

We're looking for strong collaborators who deliver exceptional client experiences and thrive in fast-paced, team-oriented environments. Our ideal candidates pursue greatness, act with integrity, and are driven to help our clients succeed. We value those who embrace creativity, continuous improvement, and contribute to a culture where we win together and create and share joy in our work.

Requirements

• 2+ years of technical support experience or related experience.
• Associate's degree, certificate, or boot camp completion in Computer Science or a related field.
• Experience supporting Microsoft Active Directory, Microsoft Office, Office 365, corporate network environments, and mobile device technologies.
• Working knowledge of Windows operating systems, PC hardware, networking principles, and mobile technologies.

Preferences

• Strong communicator with excellent documentation, troubleshooting, and problem-solving skills.
• Collaborators who deliver exceptional client experiences.
• Familiarity with Windows operating systems, computer hardware, networking concepts, and mobile device support.
• Previous experience providing technical support in a corporate or customer-focused environment.
• Experience troubleshooting desktop, laptop, printer, VPN, or mobile device issues.

Pay Range

$27.14-$45.21/hour

Actual base salary varies based on factors, including but not limited to, relevant skill, prior experience, education, base salary of internal peers, demonstrated performance, and geographic location. Additionally, LPL Total Rewards package is highly competitive, designed to support your success at work, at home, and at play - such as 401K matching, health benefits, employee stock options, paid time off, volunteer time off, and more.

Company Overview

LPL Financial Holdings Inc. (Nasdaq: LPLA) is among the fastest growing wealth management firms in the U.S. As a leader in the financial advisor-mediated marketplace(6) , LPL supports over 32,000 financial advisors and the wealth management practices of approximately 1,100 financial institutions, servicing and custodying approximately $2.3 trillion in brokerage and advisory assets on behalf of approximately 8 million Americans. The firm provides a wide range of advisor affiliation models, investment solutions, fintech tools and practice management services, ensuring that advisors and institutions have the flexibility to choose the business model, services, and technology resources they need to run thriving businesses. For further information about LPL, please visit www.lpl.com.

At LPL, independence means that advisors and institution leaders have the freedom they deserve to choose the business model, services, and technology resources they need to run a thriving business. They have the flexibility to do business their way. And they have the freedom to manage their client relationships, because they know their clients best. Simply put, we take care of our advisors and institutions, so they can take care of their clients.

For further information about LPL, please visit www.lpl.com.

Join the LPL team and help us make a difference by turning life's aspirations into financial realities. P