Desktop Support Associate Analyst

Job Description Summary

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.

This position follows our hybrid work model; the selected candidate is expected to be in the office 2-3 days a week at our Southfield, Michigan Corporate Office.

The initial training period lasts six weeks and requires candidates to be onsite in the office five days a week.

This role is not eligible for Work Visa sponsorship, either currently or in the future.

Up to 25% travel required.

• 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.

• 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
• Financial services applications (preferred)

• 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

• 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

Workstyle:
Hybrid

• Grow professionally and inspire others to do the same
• Work with and through others to achieve desired outcomes
• Make prompt, pragmatic choices and act with the client in mind
• Take ownership and hold themselves and others accountable for delivering results that matter
• Contribute to the continuous evolution of the firm

At Raymond James – as part of our people‑first culture, we honor, value, and respect the uniqueness, experiences, and backgrounds of all of our Associates. When associates bring their best authentic selves, our organization, clients, and communities thrive. The Company is an equal opportunity employer and makes all employment decisions on the basis of merit and business needs.