Support Analyst I - Raymond James Investment Management Job at Raymond James Financial
Under general supervision, use specialized knowledge in information technology and skills obtained through experience, formal training and\or certification to provide second level telephone and on-site end user support for hardware installations and software applications. Participate in projects of moderate scope and complexity requiring cross-functional coordination. Detailed instructions, established procedures, and prescribed guidelines are provided by management to perform a variety of tasks requiring minimal evaluation, originality or ingenuity in making routine decisions. Recommend solutions to moderately complex problems. Extensive contact with internal customers is required to identify, research, and resolve problems.
Essential Duties and Responsibilities:
- Installs, configures, troubleshoots, and resolves problems on a wide variety of commercial and proprietary software via telephone and on-site support.
- Troubleshoots and solves problems with network connectivity involving local and wide area networks.
- Assists in the creation, testing, and installation of corporate standard images.
- Uses software to remote control end user computers to resolve problems.
- Monitors the call tracking system for new problem reports and change requests in addition to troubleshooting and resolving requests within required time limits.
- Provides detailed documentation in the call tracking system.
- Communicates technical information to others.
- Stays abreast of, and comply with, company and department policies and procedures.
- Identifies, researches, and resolves system data integrity issues/anomalies and reports them to appropriate software development area.
- Effectively communicates to clients, peers, and management any system issues that affect the quality or reliability of supported systems.
- Documents product problems and their resolutions in a solutions database for future analyst reference.
- Tests new product releases and\or enhancements.
- Maintains department websites.
- Performs other duties and responsibilities as assigned.
Qualifications
Knowledge, Skills, and Abilities:
Knowledge of:
- Basic concepts, practices and procedures of hardware and software support.
- Computer hardware and software, peripheral equipment and diagnostic methods, techniques and procedures.
- Procedures used in operating computers and peripheral equipment.
- Software installation and removal.
- Hardware and software troubleshooting.
- System functions and physical components.
- Operating systems, resources and services.
- Computer Backup and restoration procedures.
- Data networks and protocols.
- Networking, mainframes, standard operating systems and personal computer applications.
- Network architecture, back-office systems and proprietary software.
- Financial industry concepts and security products.
Skill in:
- Analyzing and solving technical problems.
- Operating personal computers, peripheral equipment, telecommunication devices, and other standard office equipment.
- Using operating system administration and diagnostic tools to troubleshoot and resolve technical problems.
- Using software to remote control end-user computers.
- Using spy ware removal applications to eradicate spy ware and malware.
- Diagnosing and solving computer hardware, software, peripheral equipment, data communications and network problems.
- Operating standard office equipment and using required software applications, sufficient to provide basic troubleshooting.
Ability to:
- Establish and maintain effective working relationships.
- Report to multiple people within the Information Technology organization.
- Handle stressful situations and provide a high level of customer service in a calm and professional manner.
- Apply critical thinking to quickly ascertain true nature of problems and clearly communicate resolutions in a non technical manner.
- Work well and support others in a team approach to problem solving as well as work independently when required.
- Communicate effectively, both orally and in writing, with all organizational levels.
- Manage multiple tasks with changing priorities to meet deadlines in a fast paced environment with constant interruptions.
- Read, interpret and apply information from technical manuals and other materials.
- Pay close attention to detail, sufficient to complete tasks accurately and efficiently.
- Provide a high level of customer service and maintain a positive attitude at all times in dealing with our clients.
- Motivate others to use proper operational procedures.
Educational/Previous Experience Requirements:
- High School Diploma and two (2) years experience in a help desk or other technical support environment.
~or~
- An equivalent combination of education, training and/or experience.
Licenses/Certifications:
- None required.
Raymond James Guiding Behaviors
We expect our associates at all levels to:
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
Job Product Management
Primary Location US-FL-St. Petersburg-Saint Petersburg
Organization Raymond James Investment Management
Schedule Full-time
Shift Day Job
Travel Yes, 5 % of the Time
Eligible for Discretionary Bonus Yes
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