Senior IT Analyst

2 months ago

San Ramon, California, United States F1114 Franklin Templeton Companies, LLC Full time

About the Role

Franklin Templeton Companies, LLC is seeking a skilled Senior IS Analyst to join our team. In this role, you will provide technical support to internal clients, addressing their technical issues, requests, and support of the IT Infrastructure.

Key Responsibilities

  • Provide desktop support for Franklin Templeton employees, including addressing their technical issues, requests, and support of the IT Infrastructure.
  • Provide on-site technical support and customer service, as well as remote user support, available to provide support outside business hours.
  • Accountability for addressing technical issues in a timely manner and providing concise and timely updates.
  • Address issues that arise within the local office and tickets for local and remote users routed from the service desk.
  • Coordinate, set up, and support technologies used in Conference Rooms.
  • Provide Audio Visual support for large internal and external meetings in the Office and external facilities.
  • Train users on new technologies in the space.
  • Provide support for trading and investment management technologies.
  • Provide education on information technology issues/services to employees enterprise-wide.
  • Develop, document, and implement standard operating procedures and customer service guidelines relating to remote and localized IT support.
  • 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.
  • Provide backup assistance to peers when needed.
  • 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.
  • Ability to perform remote troubleshooting and provide clear instructions.
  • Set up, maintain, and troubleshoot Microsoft Windows (Win 11 AND Office 2016) desktop, laptops, and notebook computers.
  • Basic knowledge of ADS, DNS, and 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.

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