Senior Technical Support Specialist

1 week ago


Tempe, Arizona, United States Edward Jones Full time
About the Role

We are seeking a highly skilled Technical Support Specialist to join our team at Edward Jones. As a Technical Support Specialist, you will be responsible for providing exceptional technical support to our clients and internal teams.

Key Responsibilities
  • Diagnose and resolve complex technical issues across various platforms, collaborating closely with peers to identify ticket trends and potential widespread issues.
  • Partner with leaders to resolve and create proactive measures to reduce future occurrences.
  • Troubleshoot inquiries promptly, guiding technical and non-technical users through the problem-solving process, and escalating incidents and outages to other technology departments when necessary.
  • Apply technical understanding with minimal direction to resolve issues, utilizing troubleshooting tools, following department processes, and other resources as appropriate.
  • Evaluate and prioritize customer support requests via workflow based on the severity/time sensitivity of the situation.
  • Provide IT phone support by taking incoming calls 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 and troubleshooting complex technical issues, including Microsoft Office 365, Teams, Intune virtual desktops, Zoom, WebEx, zScaler, antivirus, remote access, etc.
  • Mentor and coach associates on specific equipment and on-the-job training to reinforce learning.
Requirements
  • Bachelor's degree preferred or a minimum of 2+ years of experience in a technical support environment.
  • Dedicated home office space and a hard-wired internet connection required.
  • Technical knowledge of iPhones, Android phones, iPads, Tablets, monitors, printers, phones, laptops, thin clients, desktops, modems, routers, and VDI's.
  • Intermediate understanding of TCP/IP, DNS, & DHCP, Microsoft Office 365, Windows 10 & IOS, and WebEx & Zoom.
  • Required to provide evening, weekend, or holiday support as needed.
  • Experience using ticketing systems to manage and track incidents is required.
Preferred Qualifications
  • CompTIA Network+/Security+/A+, MCSA Windows Server 2012 or newer, Azure or MS365 role-based certifications an asset.
  • Able to work independently and utilize tools to stay connected to the team.
  • Provide training to the department as new hardware and software is introduced into the Edward Jones environment.
Work Environment

Candidates that live within a commutable distance from our Tempe, AZ and St. Louis, MO home office locations are expected to work in the office three days per week, with a preference for Tuesday through Thursday.



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