Desktop Support Analyst II

Where Ambition Meets Innovation Build a career that matches all your initiative with an impressive dose of innovation. From cutting-edge resources and a collaborative environment to the freedom to make an impact and more, you’ll find the ingredients you need at LPL Financial to shape your success while helping clients pursue their financial goals.

LPL Home Office Technologies is responsible for the support, engineering, and strategy for the enterprise desktop applications that our internal employees use to better serve our Advisors and Investors. Simply put, our goal is to provide a modern computing environment that is reliable, simple to use, and flexible to individual work styles.

We are seeking a qualified professional Analyst II, Home Office Tech to provide IT Support to our LPL internal employees, resolving or escalating issues in a timely and professional manner over multiple channels of communication. Secondarily, this role will support and participate in internal IT activities such as helping rollout and drive user adoption to new technologies, ensuring new hires success with IT needs when they start at LPL, and assist in building a robust knowledge base that we be leveraged as we introduce automation and AI.

• Provides Tier 2 support for end-user computing devices for LPL employees and Contingent workers in multiple offices and functions as an escalation point for Tier 1 support.
• Responds to incidents and requests within a ticketing system, providing resolution within a complex fast-paced business environment.
• Deploys and troubleshoots end-user computing devices including laptops, desktops, printers, MFPs, and wireless devices that are aligned with the Home Office Security Policy.
• Reimage computers/hard drives in accordance with standards using MS Intune Autopilot.
• Perform Move, Add, and Change functions including installation and decommission.
• Install, configure, and troubleshoot Windows-based operating systems, Microsoft Office and Internet browsers.
• Install, configure, and troubleshoot MAC/Apple-based operating systems and proprietary applications.
• Configures and supports remote users including VPN client and connectivity.
• Provides customer training and knowledge documentation.
• Complies with and supports ITIL change-incident-problem management processes and work instructions.
• Troubleshoots incidents and fulfills requests within established SLAs.
• Adheres to Desktop and End User Computing processes, procedures, policies, and job aids.
• Provides a high touch, business-aware, personalized, world-class customer service that extends to executive and senior-level support.
• Partner with Business Units, Active Directory (Azure), Messaging, Network, Engineering, Information Security, Service Desk and vendors.
• Perform asset inventory activities as needed.
• Able to work with minimal instruction on day-to-day operations and general instruction on new assignments from management.
• Provide exceptional customer service to LPL internal business partners by troubleshooting IT-related problems from LOB application, MS Suite and VPN for remote users, to hardware such as mobile phones, laptops, PCs and printers.
• Maintain a high degree of customer service for all support queries and adhere to all service management principles, and standard operating procedures.
• Drive continuous improvement by thinking out of the box for potential solutions or ideas around reducing volume to the service desk and contribute to our knowledge base by writing and submitting KB articles.

We’re looking for strong collaborators who deliver exceptional client experiences and thrive in fast-paced, team-oriented environments. Our ideal candidates pursue greatness, act with integrity, and are driven to help our clients succeed. We value those who embrace creativity, continuous improvement, and contribute to a culture where we win together and create and share joy in our work.

• Must be able to work 100% from a corporate office 5 days a week. Role supports onsite employees so working remotely is not an option.
• 2+ years of Tech Support experience including supporting Windows and Mac.
• Experience with workstation setup, Citrix VDI experience, conference room support, networking, and other related duties 2+ years experience in management and support of Microsoft Active Directory Domains, Azure, Intune Auto Pilot, Service Now,Microsoft Office, Office 365, corporate networks, and mobile device technology.
• Strong communication skills and…