Executive Desktop Support Analyst

LPL Financial•New York, NY

4d•$34 - $56•Onsite

About The Position

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 Senior Analyst, Technology Success Partners Team (TSP) to provide highly personalized and responsive technology support to our onsite LPL leadership Team. This role will be expected to deliver exceptional and expedient service coupled with a great attitude, and precision support to our Executives, while being part of a team that strives to continually raise the bar on TSP’s IT experience.

Requirements

Must be able to work 100% from LPL's Manhattan-based office 5 days a week as well as locally travel to support Executive technology needs.
Role supports onsite executives so working remotely is not an option
Demonstrated Excellent Customer Service and experience
Minimum 3 years’ experience in providing desktop support services to Senior Executives
Expert support experience with Microsoft Office 365, Windows 11 OS, and Apple devices (including MacOS/iPhone/iPad/iOS) required
Minimum 5 years of end user support experience, troubleshooting hardware and software problems required

Nice To Haves

Bachelor’s degree in related technical area or equivalent technical training/experience required
Strong communication skills and collaborative attitude are key attributes for this role.

Responsibilities

Provide Exceptional Customer Support to Executive Staff Members to inspire confidence, care, and extreme delight.
Act as the representative to IT for the Executives, involving others as needed to resolve issues or fulfill requests, and fully owning Executive issues end to end.
Identify simplification and automation opportunities to make the service efficient and delightful for our Executives.
Provide proactive professional service at all times with Executive facing clients.
Partner with team to deliver on TSP’s strategic plan to ensure that our Executives’ technology is always available and functioning properly.
Coordinate and deliver a weekly summary technology health report for each of the Executives.
Must have a strong understanding of the technology the Executives are using, how they are using it and what technology challenges they encounter in their day to day activities.
Support of MacOS, Windows 11, Microsoft Office 365, Telecommunications, VPN, and other baseline corporate applications.
Focus on expert support of tools such as laptop, desktop, iPad, iPhone, remote access, home offices etc.
Works with Senior Executives, Executive Assistants and Desktop Support to develop a support plan for individual executive technology needs, including travel and other offsite engagements.
Maintain inventory of live replacement devices for the Executives to provide for immediate swap capability.
Responds quickly to technology outages affecting the Executives and their Assistants to restore service as quickly as possible, on a 24/7 basis as needed.
Works in partnership with the Desktop Support area, understands and follows the established technology standards and support processes as appropriate.
Provides feedback based on Executive input and usage; develops ideas for new and improved solutions based on needs.
In conjunction with Desktop Support, establishes and monitors metrics on service delivery and customer satisfaction.
Participates in special projects and performs other duties as required.