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

Please note: This role is not eligible for immigration Work Visa sponsorship, either currently or in the future.

Job Summary

Under general supervision, uses specialized knowledge and skills obtained through training and experience to provide first level software and hardware support to an assigned functional area(s) in the acquisition, implementation and operation of end-user applications and serve as liaison with Information Technology (IT). Established procedures and prescribed guidelines are provided to perform a variety of tasks requiring some evaluation, originality or ingenuity in making decisions. May train, assign and monitor the work of others. Extensive contact with internal customers and IT is required to identify, research and resolve system problems

Essential Duties and Responsibilities

• Troubleshoots hardware and software problems.

• Communicates with Information Technology (IT) to resolve problems that require escalation to second level support.

• Coordinates software/hardware purchases, upgrades and moves for assigned functional area.

• Communicates technical information to others.

• Prepares workstation hardware, software and network access for new associates.

• May verify quarterly software audit reports, reconciles monthly IT billing statements and reviews IT status reports for accuracy.

• Performs workstation customization for assigned functional area.

• Facilitates network password and virus protection end users in assigned functional area.

• Educates users on keeping directory structure and mailboxes current and deleting files, as necessary, to maintain server space.

• Maintains PC inventory for assigned functional area.

• May provide training and/or coaching and mentoring to less experienced PC support personnel.

• Performs other duties and responsibilities as assigned.

Knowledge, Skills, and Abilities

Knowledge of

• Advanced concepts, principles and practices of PC support.

• Operating systems, resources, and services sufficient to maintain equipment, change passwords, map drives and configure workstations.

• PC hardware sufficient to install, move and customize workstations.

• Various reports sufficient to maintain processes and execute scheduled reports preferred.

• Directory structure sufficient to maintain server disk space.

Skill in

• Troubleshooting hardware and software problems.

• Setting up hardware, software and network access for end users.

• Customizing work stations.

• Operating standard office equipment and using required software applications to produce correspondence, reports, electronic communication, spreadsheets and databases.

Ability to

• Train and lead the work of others.

• Communicate effectively, both orally and in writing, with all organizational levels.

• Organize, manage and track multiple detailed tasks and assignments with frequently changing priorities and deadlines in a fast-paced work environment.

• Establish and maintain effective working relationships with others.

• Work independently in solving problems.

• Partner with other functional areas to accomplish objectives.

• Read, comprehend and apply technical information.

• Lead others in providing a high level of customer service.

• Maintain currency in best practices for hardware and software support.

Educational/Previous Experience Requirements

Education/Previous Experience

• High School diploma or equivalent and a minimum of three (3) years experience or training in a help desk or other technical support environment.

• Associate’s degree (A.A.) preferred.

• OR ~

• Any equivalent combination of experience, education, and/or training approved by Human Resources.

Licenses/Certifications

• Level 10 Certification or ability to obtain within designated timeframe.

Education

Associate's: Computer and Information Science, Associate's: Computer Systems Analysis

Work Experience

General Experience - 13 months to 3 years

Certifications

Travel

Less than 25%

Workstyle

Resident

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. 

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