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Form of workNote: This position will follow our hybrid work model, we expect the selected candidate to be in the office 4 days a week at the St. Petersburg, FL Corporate Office location.Job Summary:Raymond James Global Equities and Investment Banking division is seeking an Analyst, Tech Support for our St Petersburg, FL corporate office. This position requires advanced PC knowledge, exceptional customer service, detailed oriented and must have a strong work ethic with the TEAM in mind.
Apply experience and techniques to meet complex job requirements while exercising judgement in accordance with defined policies, procedures, and practices. Supporting a Trading and Banking environment within the Financial Service sector is a plus. This position will require on-site presence at least 4 days a week.Essential Duties and Responsibilities: Install, troubleshoot, and solve escalated incidents on a wide variety of financial and proprietary software via telephone, collaboration tools, and/or on-site support. Provide solutions to complex problem resolutions to the support team. Assist in testing and installing corporate standard images. Monitor the call tracking system Service Now for new incidents, change requests, and tasks. Communicate technical information to others. Stay abreast of, and comply with, company and department policies and procedures. Effectively communicate to clients, peers, and management any system issues that affect the quality or reliability of supported systems. Stay abreast of technology developments, identify potential impacts on the existing technology environment, and distribute information to appropriate entities. Identify trends in problem reports, as well as research and provide our clients with best practice recommendations. Attend conferences and training at our corporate home office and remote office. Perform other duties and responsibilities as assigned.Skills and Abilities:Skill in: Diagnosing and solving computer hardware, software, data communications and network incidents. Analyze, identify and understand issues, problems, and opportunities, compare data from various sources to draw conclusions. Manage multiple tasks to meet department objectives. Supporting a Trading and Banking environment within the Financial Service sector is a plus. Incident Management, Request Management within the Service Now platform a plus. PowerShell experience a plus.Ability to: Handle stressful situations and provide a high level of customer service in a calm and professional manner. Establish and maintain effective working relationships. Apply critical thinking to quickly ascertain the true nature of problems and clearly communicate resolutions. Work well and support others in a team approach to problem-solving as well as work independently when required. Manage multiple tasks with changing priorities to meet deadlines in a fast-paced environment. Research and acquire knowledge of developing Information Technology trends and emerging technologies. Pay close attention to detail, sufficient to complete tasks accurately and efficiently. Provide a high level of customer service and maintain a positive attitude at all times. Apply server administration and maintenance functions. Motivate others to use proper operational procedures.Education/Previous Experience: Requires a Bachelor's Degree in Computer Science, MIS or related field with a minimum of zero (0) to two (2) years of experience in a help desk or other technical support environment OR an equivalent combination of education, training and/or experience as approved by Human Resources.Licenses/Certifications: None required.Travel Required: Yes, 5 % of the Time
