Desktop Support Associate Analyst

Raymond James•Southfield, MI

8d•Hybrid

About The Position

Helps end-users resolve issues with computer hardware or software. Responds to user inquiries, troubleshoots and diagnoses problems and identifies solutions with IT equipment and applications. Job Description This position will follow our hybrid work model, we expect the selected candidate to be in office 2-3 days a week in our Southfield, MI Corporate Office. Please Note: The initial training period will last six weeks and will require candidates to be onsite in the office five days a week.

Requirements

Advanced troubleshooting and maintenance of computer hardware and software
Operating systems (Windows/macOS)
Mobile devices and mobile OS environments
Networking fundamentals
Business and productivity applications
Security tools and best practices
Ability to communicate information clearly across various formats, ensuring understanding among technical and non‑technical audiences
Strong analytical thinking, with the ability to identify issues, interpret data, and recommend solutions
Effective time and task management, ensuring timely completion of work
Ability to quickly learn and apply new technical information
Proactive approach to meeting objectives and driving results
Strong customer service skills with a focus on building productive relationships and ensuring user satisfaction
Ability To Work occasional non-standard shifts, including nights, weekends, or assigned on‑call rotations
Associate’s degree and two (2) to three (3) years of experience in a technical helpdesk or technical support environment, or an equivalent combination of education, training, and experience.
High School (HS) (Required)
General Experience - 13 months to 3 years

Nice To Haves

Financial services applications (preferred)

Responsibilities

Install, configure, troubleshoot, and resolve hardware and software issues through phone support, remote access, and occasional on‑site visits.
Monitor and respond to incidents, service requests, and tasks within the call‑tracking system, ensuring all work is thoroughly documented.
Communicate technical concepts clearly and effectively to non‑technical users.
Perform installations of standard corporate software images and assist with system configuration.
Adhere to all company and departmental policies related to technology, security, and end-user support.
Communicate system issues or disruptions to clients, peers, and management to maintain service quality and reliability.
Serve as a subject matter expert by contributing to knowledge base documentation, updating reference materials, and analyzing issue trends.
Document product issues, troubleshooting steps, and resolutions for future reference.
Conduct advanced hardware diagnostics and initiate warranty repair processes as needed.
Participate in testing new hardware, software releases, and system enhancements.
Support cross-functional technology projects as assigned.
Participate in the on-call rotation and respond promptly to after-hours support needs.