What are the responsibilities and job description for the Help Desk Support Analyst, Tier Two position at Edward Jones?
This job posting is anticipated to remain open for 30 days, from 13-Mar-2026. The posting may close early due to the volume of applicants.
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.
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.
Opportunity Overview:
We are looking for a Help Desk Associate who will support either our Hardware or Software Topical Team.
As a Help Desk Support Analyst, Tier 2, you will assist in day-to-day end-user support functions, troubleshooting desktops/laptops, network, remote connectivity, and software issues. You will serve as the first escalation point within the Service Desk for more complex issues and requests. You will prioritize work utilizing ServiceNow, and Microsoft products to provide optimal support via phone, to convey complex technical jargon into easy-to-follow end-user instructions, recognize patterns, and propose solutions to prevent recurrence and improve efficiencies.
What you'll do:
We are looking for a Help Desk Associate who will support either our Hardware or Software Topical Team.
As a Help Desk Support Analyst, Tier 2, you will assist in day-to-day end-user support functions, troubleshooting desktops/laptops, network, remote connectivity, and software issues. You will serve as the first escalation point within the Service Desk for more complex issues and requests. You will prioritize work utilizing ServiceNow, and Microsoft products to provide optimal support via phone, to convey complex technical jargon into easy-to-follow end-user instructions, recognize patterns, and propose solutions to prevent recurrence and improve efficiencies.
What you'll do:
- Identify root causes of technical problems and provide resolution/workarounds.
- Resolve urgent matters by following procedures and documenting concise technical notes.
- Troubleshoot utilizing available tools and applying out-of-the-box thinking to solve complex issues.
- Resolve the majority of escalated tickets in a timely manner, partnering with technology areas when needed.
- Maintain timely and accurate records with appropriate follow-up to ensure incidents are resolved and reflect proper resolution.
- Recognize system issues, escalating appropriately and providing any identified workarounds.
- Communicate effectively with team members and leaders, tailoring messages based on the audience.
- Create public announcements and notifications, translating technical information into simple, direct terms.
- You will mentor and train new employees, collaborates with SMEs and product teams, and delivers exceptional customer and team support.
Position Requirements:
- Equivalent experience and/or bachelor’s degree
- 2 years in a technical support environment, including experience with:
- Windows 10, Microsoft Office O365, and Intune
- Understanding and experience with Active Directory
- Windows networking and telecommunications, including SMTP, TCP/IP, DNS, and VPN
- PC hardware, software, and peripherals
- SCCM, anti-virus, and remote connectivity
- Microsoft Office Specialist (MOS) or Microsoft Certified Professional (MCP)
- Experience with ServiceNow, Avaya, and Cloud Connector
- Computing Technology Industry Association A certification
- Information Technology Literacy Foundations certification
- Agile experience and/or certification
At Edward Jones, we are building a place where everyone feels like they belong. We're proud of our associates' contributions to the firm and the recognitions we have received.
Check out our U.S. awards and accolades: Insights & Information Blog Postings about Edward Jones
Check out our Canadian awards and accolades: Insights & Information Blog Postings about Edward Jones
Check out our U.S. awards and accolades: Insights & Information Blog Postings about Edward Jones
Check out our Canadian awards and accolades: Insights & Information Blog Postings about Edward Jones
Edward Jones does not discriminate on the basis of race, color, gender, religion, national origin, age, disability, sexual orientation, pregnancy, veteran status, genetic information or any other basis prohibited by applicable law.
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.