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IS Analyst-Desktop Support

4 months ago

Broomall, United States Franklin Templeton Full time

At Franklin Templeton, we're driving our industry forward by developing new and innovative ways to help our clients achieve their investment goals. Our dynamic and diversified firm spans asset management, wealth management, and fintech, offering many ways to help investors make progress toward their goals. Our talented teams working around the globe bring expertise that's both broad and unique. From our welcoming, inclusive, and flexible culture to our global and diverse business, we offer opportunities not only to help you reach your potential but also to contribute to our clients' achievements.

Come join us in delivering better outcomes for our clients around the world

This position requires 5 days per week onsite/in the office and occasional after-hours support for moves and changes.

We are unable to provide VISA sponsorship.

What is the Front Office Desktop Support team responsible for?

The Front Office Desktop Support team provides technology and functional support to internal clients for issues including hardware, operating systems, desktop/web applications, mobility, conferencing, and printing. Our goal is to increase users' ability to self-service, automate contacts, enhance users' experience, and support users in adopting new technologies. We are the primary customer interface with technology and are responsible for supporting all customer-facing technologies.

What is the IS Analyst - Technical Support responsible for?

Provide desktop support for Franklin Templeton employees, including addressing their technical issues, requests, and support of the IT Infrastructure. Our primary goal is to provide quick and efficient resolutions while minimizing disruption to our customers.

What are the ongoing responsibilities of the IS Analyst?

  • Provide on-site technical support and customer service as well as remote user support; available to provide support outside business hours; may include occasional travel to other offices
  • Build customer relationships with the senior level employees and administrative support staff in the office and while traveling to (our) other offices in the region
  • Accountability for addressing technical issues in a timely manner and providing concise and timely updates
  • Address issues that arise within the local office and handle tickets for local and remote users routed from the service desk
  • Coordinate, setup, and support technologies used in Conference Rooms
  • Provide Audio Visual Support for internal meetings
  • Provide support for trading and investment management technologies
  • Support and maintain effective relationships with users in their assigned areas, especially regarding operating systems, applications, mobile devices, new technologies and communications infrastructure
  • Actively participate in team meetings
  • Order and maintain inventory of IT assets
  • Handle project work related to acquisitions and integration of companies
  • Coordinate and support office moves and user restacks
  • Function as an active advocate for the customer within IT and with outside technical groups
  • Escalate issues to the appropriate teams and drive to closure
  • Manage the ticketing queues to ensure issues are prioritized and actioned
  • Follow company guidelines, processes, and standards
  • Assist in creation of technical documentation and manuals regarding standard operating procedures and customer service guidelines relating to remote and localized IT support
  • Working knowledge of office automation products and computer peripherals, like printers and scanners
  • Perform remote troubleshooting and provide clear instructions
  • Set up, maintain, and troubleshoot Microsoft Windows (Win 10 AND Office 2016) desktop, laptop, and notebook computers
  • Basic Knowledge of ADS, DNS, DHCP configuration
  • Handle asset and vendor management
  • Basic LAN (Network) troubleshooting knowledge
  • Outlook, MS Teams, and OneDrive configuration in end client
  • Identify and escalate situations requiring urgent attention; redirecting problems to appropriate resources
  • Assist in creation of technical documentation and manuals regarding standard operating procedures and customer service guidelines relating to remote and localized IT support
What ideal qualifications, skills & experience would help someone to be successful?

Minimum Qualifications:
  • Bachelor's or higher degree in computer science or related field
  • Minimum of 4 years in a similar, fast-paced and dynamic environment in a desktop support role
  • Excellent skills and abilities in organization, planning, multi-tasking, and flexibility
  • Excellent communication and interpersonal skills
  • Strong problem-solving and critical thinking skills
  • Ability to actively participate as part of a team as well as work independently
  • Strong service delivery and customer management skills for local and remote users
  • Proficient in supporting Windows 10, Windows 11, Office 365, iOS, and Mobile Technologies
  • Reliable transportation - mileage will be reimbursed when travelling to a non-primary office is required
Preferred Qualifications:
  • Experience supporting multiple facets of the business in a corporate environment strongly preferred
  • Experience using ServiceNow ticketing system
Franklin Templeton offers employees a competitive and valuable range of total rewards-monetary and non-monetary-designed to support the whole person and to recognize their time, talents, and results. Along with base compensation, other compensation is offered such as a discretionary bonus, 401k plan, health insurance, and other perks. There are several factors taken into consideration in making compensation decisions including but not limited to location, job-related knowledge, skills, and experience. At Franklin Templeton, we apply a total reward philosophy where all aspects of compensation and benefits are taken into consideration in determining compensation. We expect the salary for this position to range between $65,000 and $85,000.

#MID_SENIOR_LEVEL

Experience our welcoming culture and reach your professional and personal potential

Our culture is shaped by our diverse global workforce and strongly held core values. Regardless of your interests, lifestyle, or background, there's a place for you at Franklin Templeton. We provide employees with the tools, resources, and learning opportunities to help them excel in their career and personal life.

Hear more from our employees

By joining us, you will become part of a culture that focuses on employee well-being and provides multidimensional support for a positive and healthy lifestyle. We understand that benefits are at the core of employee well-being and may vary depending on individual needs. Whether you need support for maintaining your physical and mental health, saving for life's adventures, taking care of your family members, or making a positive impact in your community, we aim to have your needs covered. Learn more about the wide range of benefits we offer at Franklin Templeton.

Highlights of our benefits include:
  • Three weeks paid time off the first year
  • Medical, dental and vision insurance
  • 401(k) Retirement Plan with 85% company match on your pre-tax and/or Roth contributions, up to the IRS limits
  • Employee Stock Investment Program
  • Tuition Assistance Program
  • Purchase of company funds with no sales charge
  • Onsite fitness center and recreation center*
  • Onsite cafeteria*


*Only applicable at certain locations

Learn more about the wide range of benefits we offer at Franklin Templeton

Franklin Templeton is an Equal Opportunity Employer. We are committed to providing equal employment opportunities to all applicants and existing employees, and we evaluate qualified applicants without regard to ancestry, age, color, disability, genetic information, gender, gender identity, or gender expression, marital status, medical condition, military or veteran status, national origin, race, religion, sex, sexual orientation, and any other basis protected by federal, state, or local law, ordinance, or regulation.

Franklin Templeton is committed to fostering a diverse and inclusive environment. If you believe that you need an accommodation to search for or apply for one of our positions, please send an email to accommodations@franklintempleton.com. In your email, please include the accommodation you are requesting, the job title, and the job number you are applying for. It may take up to three business days to receive a response to your request. Please note that only accommodation requests will receive a response.