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Analyst Ii, Home Office Tech

4 months ago

Tempe, United States LPL Financial Full time

Are you a team player? Are you curious to learn? Are you interested in working in meaningful projects? Do you want to work with cutting-edge technology? Are you interested in being part of a team that is working to transform and do things differently? If so, LPL Financial is the place for you

LPL Financial (Nasdaq: LPLA) was founded on the principle that the firm should work for the advisor, and not the other way around. Today, LPL is a leader* in the markets we serve, supporting more than 18,000 financial advisors, 800 institution-based investment programs and 450 independent RIA firms nationwide. We are steadfast in our commitment to the advisor-centered model and the belief that Americans deserve access to personalized guidance from a financial advisor. At LPL, independence means that advisors have the freedom they deserve to choose the business model, services, and technology resources that allow them to run their perfect practice. And they have the freedom to manage their client relationships, because they know their clients best. Simply put, we take care of our advisors, so they can take care of their clients.

**Job Overview**:
At LPL Financial, we care about our employees The **Tech Support Analyst** primary function is to provide IT Support to LPL internal employees, resolving or escalating issues in a timely and professional manner over multiple channels of communication. Secondarily, this role will support and participate in internal IT activities such as helping rollout and drive user adoption to new technologies, ensuring new hires success with IT needs when they start at LPL, and assist in building a robust knowledge base that we be leveraged as we introduce automation and AI.

**Responsibilities**:

- Provides Tier 2 support for end-user computing devices for LPL employees and Contingent workers in multiple offices and functions as an escalation point for Tier 1 support.
- Responds to incidents and requests within a ticketing system, providing resolution within a complex fast-paced business environment.
- Deploys and troubleshoots end-user computing devices including laptops, desktops, printers, MFPs, and wireless devices that are aligned with the Home Office Security Policy.
- Reimage computers/hard drives in accordance with standards.
- Perform Move, Add, and Change functions including installation and decommission.
- Install, configure, and troubleshoot Windows-based operating systems, Microsoft Office and Internet browsers.
- Configures and supports remote users including VPN client and connectivity.
Provides customer training and knowledge documentation.
- Complies with and supports ITIL change-incident-problem management processes and work instructions.
- Troubleshoots incidents and fulfills requests within established SLAs.
- Adheres to Desktop and End User Computing processes, procedures, policies, and job aids.
- Provides a high touch, business-aware, personalized, world-class customer service that extends to executive and senior-level support.
- Partner with Business Units, Active Directory, Messaging, Network, Engineering, Information Security, Service Desk and vendors.
- Perform asset inventory activities as needed.
- Able to work with mínimal instruction on day-to-day operations and general instruction on new assignments from management.
- Maintain a high degree of customer service for all support queries and adhere to all service management principles, and standard operating procedures.
- Drive continuous improvement by thinking out of the box for potential solutions or ideas around reducing volume to the service desk and contribute to our knowledge base by writing and submitting KB articles.

**What are we looking for?**

We want **strong collaborators** **who can deliver a world-class client experience**. We are looking for people who thrive in a **fast-paced environment**, **are client-focused**, **team oriented**, and are able to execute in a way that encourages **creativity **and **continuous improvement**.

**Requirements**:

- Must be able to work 100% in our Tempe, AZ office
- 2+ years of Tech Support experience including supporting Windows and Mac
- Experience with workstation setup, refreshes, conference room support, networking, and other related duties
- Experience in management and support of Microsoft Active Directory Domains, Microsoft Office, Office 365, corporate networks, and mobile device technology.

**Core Competencies**:

- Strong communicator with excellent documentation, troubleshooting and problem-solving skills.

**Preferences**:

- Working knowledge of various Windows OS and hardware for PC environments, principles and terminology of networking and mobile technologies.
- An associate degree, Certificate, or Boot Camp in Computer Science or related field

**Pay Range**:
$26.73-$40.10/hour

Actual base salary varies based on factors, including but not limited to, relevant skill, prior experience, education, base salary of internal peers, demonstrated