Support Analyst - Technology

Edward Jones • Tempe, AZ

28d • Hybrid

About The Position

Join a financial services firm where your contributions are valued. Edward Jones is a Fortune 500¹ company where people come first. With over 9 million clients and 20,000 financial advisors across the U.S. and Canada, we're proud to be privately-owned, placing the focus on our clients rather than shareholder returns. Behind everything we do is our purpose: We partner for positive impact to improve the lives of our clients and colleagues, and together, better our communities and society. We are an innovative, flexible, and inclusive organization that attracts, develops, and inspires performance excellence and a sense of belonging. People are at the center of our partnership. Edward Jones associates are seen, heard, respected, and supported. This is what we believe makes us the best place to start or build your career. View our Purpose, Inclusion and Citizenship Report. ¹Fortune 500, published June 2024, data as of December 2023. Compensation provided for using, not obtaining, the rating. In 2022, Edward Jones invested $1 billion in technology infrastructure, digital initiatives, and virtual business enablement tools. We are currently in the test-and-learn phase and are looking for talented, motivated professionals, which want to be part of this transformational journey. Cloud-based architecture and modern technical capabilities will enable us to grow our impact while providing the best client experience possible. 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 have considered Edward Jones in the past, it is time to take another look. We are embracing a modern, cloud-based architecture and are looking for exceptional individuals that want to be a part of that future. About The Team Resolve end-user issues escalated from first-level associates or other departments through phone, email, and ticket inquiries according to stated operating level objectives. Topics include; but are not limited to; branch, home office, vendor hardware, network configurations, and software.

Requirements

• Bachelor's degree preferred
• Minimum of 2+ years of experience in a technical support environment
• Working knowledge of branch router, switch, and UPS configuration, maintenance, support, and troubleshooting.
• Basic knowledge of tools and technologies to monitor and diagnose branch connectivity.
• Proficiency with Windows and MacOS
• Proficiency with networking and networking concepts
• Proficiency with Office 365 software and terminology
• Proficiency with mobile devices such as IOS and Androids
• Experience working with Remote technology, Physical Hardware, Printers Laptops / Desktops General Peripherals

Responsibilities

• Analyze user impact as a result of changes in hardware, software, and network configurations and provide information to drive service improvements
• Identify and drive necessary knowledge-based changes.
• Provide feedback to first-level associates in order to improve the quality of service the Helpdesk provides.
• Responsible for some holiday coverage as a regular function of the department.
• Provide off-hours support in rotation with other team members. Supports the hardware and software infrastructure in the branch and home office environments in a way that ensures continued functionality

Benefits

• Edward Jones' compensation and benefits package includes medical and prescription drug, dental, vision, voluntary benefits (such as accident, hospital indemnity, and critical illness), short- and long-term disability, basic life, and basic AD&D coverage.
• Short- and long-term disability, basic life, and basic AD&D coverage are provided at no cost to associates.
• Edward Jones offers a 401k retirement plan, and tax-advantaged accounts: health savings account, and flexible spending account.
• Edward Jones observes ten paid holidays and provides 15 days of vacation for new associates beginning on January 1 of each year, as well as sick time, personal days, and a paid day for volunteerism.
• Associates may be eligible for bonuses and profit sharing.
• All associates are eligible for the firm's Employee Assistance Program.
• For more information on the Benefits available to Edward Jones associates, please visit our benefits page.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Securities, Commodity Contracts, and Other Financial Investments and Related Activities
• Number of Employees: 5,001-10,000 employees