Support Analyst - Helpdesk Job at Edward Jones
At Edward Jones, we help clients achieve their serious, long-term financial goals by understanding their needs and implementing tailored solutions. To ensure a personal client experience, we have located our 15,000+ branch offices where our more than 7 million clients live and work.
In a typical branch office, a financial advisor meets with clients and receives branch office support, so they can focus on building deep relationships with clients. Headquarters associates in St. Louis, Tempe and Mississauga provide support and expertise to help U.S. and Canada branch teams deliver an ideal client experience. We continue to grow to meet the needs of long-term individual investors.
In a typical branch office, a financial advisor meets with clients and receives branch office support, so they can focus on building deep relationships with clients. Headquarters associates in St. Louis, Tempe and Mississauga provide support and expertise to help U.S. and Canada branch teams deliver an ideal client experience. We continue to grow to meet the needs of long-term individual investors.
Edward Jones is looking to hire an adaptable technical Support Analyst to provide advanced hardware and software assistance to branch and home-office associates of Edward Jones. Support encompasses users in the United States and Canada to ensure continued functionality in a high volume, fast tempo technical support center. Ideal candidate is a balance of technical knowledge with excellent customer service and can adapt to an ever-changing environment.
Responsibilities:
Responsibilities:
- Provide IT support for devices including PC workstations/laptops, MACs, thin clients, printers/fax, scanners, office phones, iPhones, android phones, iPads, Tablets, modems, routers, and switches.
- Support end-users in their use of applications & troubleshooting technical issues including Microsoft Office 365, Teams, virtual desktops, Zoom, WebEx, zScaler, antivirus, remote access, etc.
- Evaluate and prioritize customer support requests via workflow based on severity/time sensitivity of the situation.
- Think independently applying technical understanding with minimal direction to resolve issues utilizing troubleshooting tools, following department processes, and other resources as appropriate.
- Troubleshoot inquiries in a timely manner guiding technical and non-technical users through the problem-solving process. Escalate incidents to other technology departments when appropriate and dispatch vendors, as necessary.
- Identify ticket trends and potential wide-spread issues collaborating with leaders to resolve and partnering to take proactive action to reduce future occurrences.
- Associate degree preferred or minimum of 2+ years of experience in a technical support environment.
- Strong technical support background: experience working from home is preferred.
- Must have outstanding communication skills, both verbal and written.
- Experience using ticketing system to manage and track incidents is required.
- Certification(s) in relevant technical products/technologies is preferred.
- Dedicated home office space and hard-wired internet connection required.
- Required to provide evening, weekend, or holiday support as needed
- 100 Best Workplaces for Millennials in 2022, published Fortune July 2022, Great Places to Work® data as of March 2022. Compensation provided for using, not obtaining, the rating.
- Edward Jones was recognized as one of the Best Workplaces for Millennials by Great Places to Work® and Fortune® magazine. The privately held firm ranked No. 2 overall, in its fourth appearance on the list.
- 2022 Fortune Best Workplaces for Women, published September 2022, research by Great Places to Work®, data as of August 2021. Compensation provided for using, not obtaining, the rating.
- Edward Jones has been named to the 2022 Best Workplaces for Women list by Great Places to Work® and Fortune® magazine, ranking No. 45.
- 2022 Fortune's 100 Best Companies to Work For, published April 2022, research by Great Place to Work®, data as of August 2021. Compensation provided for using, not obtaining, the rating.
- For the 23rd time, Edward Jones has earned a spot on the Fortune 100 Best Companies to Work For® ranking by Great Places to Work® and Fortune® magazine. Edward Jones ranked No. 35 on the prestigious 2022 list.
- 2022 Best Places to Work For LGBTQ+ Equality, Great Place to Work® in partnership with Human Rights Campaign Foundation, published Equity Magazine January 2022, data as of July 2021. Compensation provided for using, not obtaining, the rating.
- Edward Jones scored 100 percent on the Human Rights Campaign Foundation's 2022 Corporate Equality Index (CEI) the nation's foremost benchmarking survey and report measuring corporate policies and practices related to LGBTQ+ workplace equality. The ranking designated Jones as one of the best places to work for LGBTQ+Equality.
Edward Jones does not discriminate on the basis of race, color, gender, religion, national origin, age, disability, sexual orientation, pregnancy, veteran status, genetic information or any other basis prohibited by applicable law.
At Edward Jones, we value and respect our associates and their contributions, and we recognize individual efforts through a rewards program that promotes a long-term career, financial security and well-being. Visit our career site to learn more about our total compensation approach, which in addition to base salary, typically includes benefits, bonuses and profit sharing. The salary range for this role is based on national data and actual pay is based on skills, experience, education, and other relevant factors for a potential new associate:
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