What are the responsibilities and job description for the Support Analyst - Help Desk position at Edward Jones?
In a typical branch office, a financial advisor meets with clients and receives branch office support, so they can focus on building deep relationships with clients. Headquarters associates in St. Louis, Tempe and Mississauga provide support and expertise to help U.S. and Canada branch teams deliver an ideal client experience. We continue to grow to meet the needs of long-term individual investors.
Team Overview:
You may be surprised to know that Edward Jones employs thousands of technical resources - all focused on creating world-class experiences for our clients and branch offices. If you’ve considered Edward Jones in the past, it’s time to take another look. We are in middle of digital transformation by embracing a modern, cloud-based architecture and are looking for exceptional individuals that want to be a part of that future.
We've invested millions of dollars into new technology platforms to help improve what matters most in our industry, client experience. We're currently implementing a modern, cloud-based architecture and are looking for talented, and motived professionals that want to be part of providing the best client experience and financial resources possible.
What you'll do:
As a Help Desk Support Analyst, you will assist in day-to-day end-user support function troubleshooting desktops/laptops, network, remote connectivity, and software issues. You will serve as the first escalation point within the Service Desk or more complex issues and requests. You will prioritize work utilizing various tools/ communication methods to provide optimal support, convey complex technical jargon into easy to follow end user instruction, and recognize patterns and propose solutions to prevent recurrence and improve efficiencies.
Here are a few of the key responsibilities you will be a part of:
- Identify root cause of technical problems and provide resolution/workaround.
- Resolve urgent matters following procedures and documenting concise technical notes.
- Troubleshoot utilizing available tools and applying out-of-the-box thinking to solve complex issues.
- Resolve majority of escalated tickets in a timely manner partnering with technology areas when needed.
- Maintain timely and accurate records with timely follow-up to ensure incidents are resolved and records reflect proper resolution.
- Recognize system issues escalating appropriately and providing any workarounds identified.
- Participates in on-call rotation for afterhours, weekends, and holidays.
- Communicate effectively with team and leaders tailoring messages based on audience.
- Create public announcements and notifications translating technical information into simple direct, terms.
- Bachelor's degree and/or equivalent experience
- 2 years in a technical support environment including experience with :
- Windows 10, Microsoft Office O365 & Intune.
- Understanding and experience in Active Directory.
- Windows networking and telecommunications, to include SMTP, TCP/IP, DNS, and VPN.
- PC hardware, software, and peripherals.
- SCCM, anti-virus, and remote connectivity.
What could set you apart :
- Microsoft Office Specialist (MOS) or Microsoft Certified Professional (MCP)
- Experience with ServiceNow
- CompTIA A certification
- ITIL Foundations certification
- Agile experience/certification
- 100 Best Workplaces for Millennials in 2022, published Fortune July 2022, Great Places to Work® data as of March 2022. Compensation provided for using, not obtaining, the rating.
- Edward Jones was recognized as one of the Best Workplaces for Millennials by Great Places to Work® and Fortune® magazine. The privately held firm ranked No. 2 overall, in its fourth appearance on the list.
- 2022 Fortune Best Workplaces for Women, published September 2022, research by Great Places to Work®, data as of August 2021. Compensation provided for using, not obtaining, the rating.
- Edward Jones has been named to the 2022 Best Workplaces for Women list by Great Places to Work® and Fortune® magazine, ranking No. 45.
- 2022 Fortune's 100 Best Companies to Work For, published April 2022, research by Great Place to Work®, data as of August 2021. Compensation provided for using, not obtaining, the rating.
- For the 23rd time, Edward Jones has earned a spot on the Fortune 100 Best Companies to Work For® ranking by Great Places to Work® and Fortune® magazine. Edward Jones ranked No. 35 on the prestigious 2022 list.
- 2022 Best Places to Work For LGBTQ Equality, Great Place to Work® in partnership with Human Rights Campaign Foundation, published Equity Magazine January 2022, data as of July 2021. Compensation provided for using, not obtaining, the rating.
- Edward Jones scored 100 percent on the Human Rights Campaign Foundation's 2022 Corporate Equality Index (CEI) the nation's foremost benchmarking survey and report measuring corporate policies and practices related to LGBTQ workplace equality. The ranking designated Jones as one of the best places to work for LGBTQ Equality.
