Tech Support Analyst II
LPL Financial•Fort Mill, SC
•$27 - $45
About The Position
The Tech Support Analyst provides IT support to LPL employees by resolving or escalating technical issues in a timely and professional manner across multiple communication channels. This role also supports internal IT initiatives, including technology rollouts, user adoption efforts, new hire onboarding support, and the development of knowledge base content to improve self-service capabilities and support automation initiatives.
Requirements
- 2+ years of technical support experience or related experience.
- Associate’s degree, certificate, or boot camp completion in Computer Science or a related field.
- Experience supporting Microsoft Active Directory, Microsoft Office, Office 365, corporate network environments, and mobile device technologies.
- Working knowledge of Windows operating systems, PC hardware, networking principles, and mobile technologies.
Nice To Haves
- Strong communicator with excellent documentation, troubleshooting, and problem-solving skills.
- Collaborators who deliver exceptional client experiences
- Familiarity with Windows operating systems, computer hardware, networking concepts, and mobile device support.
- Previous experience providing technical support in a corporate or customer-focused environment.
- Experience troubleshooting desktop, laptop, printer, VPN, or mobile device issues.
Responsibilities
- Receive, log, track, and manage incoming support requests from internal employees through phone, chat, reservations, and incident management channels.
- Troubleshoot and resolve issues related to line-of-business applications, Microsoft Office products, Office 365, VPN connectivity, mobile devices, laptops, desktops, and printers.
- Investigate reported issues and provide users with status updates, resolution progress, and escalation information when appropriate.
- Adhere to established service management processes, procedures, and service level expectations.
- Create and maintain knowledge base documentation to support issue resolution and self-service resources.
- Participate in technology deployment, adoption, and onboarding activities to support employee productivity and operational effectiveness.
- Identify opportunities to improve support processes and reduce service desk ticket volume.
Benefits
- 401K matching
- health benefits
- employee stock options
- paid time off
- volunteer time off
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
