What are the responsibilities and job description for the Support Analyst, TECH position at Edward Jones?
This job posting is anticipated to remain open for 30 days, from 09-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.
Edward Jones is looking to hire an adaptable technical Support Analyst to provide advanced hardware and software assistance to branch and home-office associates of Edward Jones. Support encompasses users in the United States and Canada to ensure continued functionality in a high volume, fast tempo technical support center. Ideal candidate is a balance of technical knowledge with excellent customer service and can adapt to an ever-changing environment.
Help Desk Support & Subject Matter Expertise
Help Desk Support & Subject Matter Expertise
- Serve as a Subject Matter Expert (SME) for the Technology Helpdesk, acting as a stakeholder for technology rollouts—including proactive monitoring, communication, and timely escalation of project fallout.
- Partner closely with Technology Helpdesk teams to prepare for new technologies by assisting with training, updating knowledgebase materials, and drafting proactive communications.
- Represent the Help Desk in Change Review Board meetings, ensuring potential impacts are understood and mitigated to reduce customer contacts.
- Collaborate with Technology product owners to evaluate and enhance processes and procedures, improving efficiency and reducing end-user resolution times.
- Drive improvements in first-contact resolution by leveraging data analytics and detailed ticket analysis to identify trends, gaps, and opportunities.
- Bring forward branch team technology issues, ensuring they are clearly communicated and prioritized within the department.
- Work closely with the training team to ensure that all training materials are accurate, current, and aligned with operational needs.
- Provide knowledge transfer, coaching, and supportive guidance to Help Desk associates to improve technical proficiency and customer service capabilities.
- Create and refine content—including how‑to guides, documentation, and trade/technical articles—that supports knowledge sharing and elevates team expertise.
- Experience in a Help Desk, IT support, or system analyst role; background supporting frontline or branch teams is a plus.
- Demonstrated ability to analyze data, identify trends, and propose actionable process improvements.
- Strong communication skills with the ability to translate technical concepts into clear, user‑friendly language.
- Empathy, patience, and adaptability in supporting end users and Help Desk associates.
- Experience writing trade articles, technical content, or operational documentation is highly desirable.
- Familiarity with knowledge management systems, ticketing platforms, and change management processes.
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.