What are the responsibilities and job description for the Senior Specialist, Help Desk Support position at raymondjames?
Job Description Summary Helps end-users resolve issues with computer hardware or software. Responds to user inquiries, troubleshoots and diagnoses problems and identifies solutions with IT equipment and applications. Job Description This position will follow our hybrid work model, we expect the selected candidate to be in office 2-3 days a week in our St. Petersburg Office. Please Note: The initial training period will last four weeks and will require candidates to be onsite in the office five days a week. Job Summary: With the goal of providing superior service and first contact resolution, this role delivers front-line technical support to customers via multiple communication channels in a customer contact center environment. Responsibilities: Provide second-line hardware, software, and end-user support as required and in line with documented procedures and service-level targets to support the business effectively. Utilizes knowledge management tools to help resolve client issues. Assists clients in completing online forms to attain various systems, services, hardware, software, and/or entitlements. Assists customers in performing basic software installations. Conducts basic diagnoses of software/hardware to troubleshoot connectivity problems. Escalates trends and outages as needed to leadership and for Service News postings. Manages time in customer contact center setting and documents time via activity codes. Utilizes required activity codes to provide awareness of non-phone related activities. Will be accountable for carrying on-call phone and responding to calls on a rotating basis. Performs other duties and responsibilities as assigned. Ensure a positive experience for internal clients by having courteous interactions with them. Conduct data entry into company systems, and review and verify the information to ensure accuracy and accessibility. Follow a range of mandatory procedures to ensure that work is carried out to the required quality standards and/or to ensure adherence to external regulatory codes and internal codes of conduct. Organize own work schedule each day in line with changing priorities. Develop and maintain excellent procedural or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching. Skills: Basic technical knowledge of the following preferred: Operating systems (OS), mobile devices, networking, business applications, security products, financial services applications Uses clear and effective elementary verbal communications skills under supervision to express ideas, request actions and formulate plans or policies. Supports business processes with guidance but not constant supervision by understanding and effectively using standard office equipment and standard software packages. Works under supervision at an elementary level to plan, organize, prioritize and oversee activities to efficiently meet business objectives. Works under supervision at an elementary level to develop, monitor, interpret and understand policies and procedures, while making sure they match organizational strategies and objectives. Works under guidance (but not constant supervision) to analyze data trends for use in reports to help guide decision making. Works under guidance (but not constant supervision) to acquire, organize, protect and process data to fulfill business objectives. Works under supervision at an elementary level to analyze data from multiple sources to draw appropriate conclusions and make suitable recommendations. Works under supervision at an elementary level to monitor, diagnose and fix technological problems. Works under supervision at an elementary level to ensure that IT applications meet required specifications by designing, executing and reporting on tests of systems and services. Works at a basic level to leverage digital communication (email, text, chat, social media) to create positive, defining moments for customers. Typically works under close supervision. Works at a basic level to navigate customer conversations by leveraging the four parts of a service conversation: open, learn, reply, and close. Typically works under close supervision. Works at a basic level to navigate conversations in which the customer is frustrated or unhappy with the organization. Typically works under close supervision. Works at an elementary level under supervision to select, deploy and get the best results from the most appropriate office system. Works at a basic level to connect with customers to strengthen the relationship, meeting personal needs through positive customer experiences. Typically works under close supervision. Licenses/Certifications: Incumbents must be able to obtain HDI Certification within 1 year of hire. Raymond James will pay for three attempts to pass the certification. Education Associate's: Computer and Information Science, Associate's: Computer Systems Analysis, High School (HS) (Required) Work Experience General Experience - 13 months to 3 years Certifications Travel Less than 25% Workstyle Hybrid The total compensation for this position includes base salary or wages, and may include components such as additional compensation (cash or equity), discretionary bonuses, or commissions. This position is eligible for a benefits package that may include medical, dental, and vision; life insurance; critical illness insurance and accident insurance; disability benefits; retirement savings; paid time off (including vacation, holidays, and sick leave); and parental leave. Eligibility for benefits and specific offerings may vary based on position and employment status. To view more details of the benefits offered, visit Myrjbenefits.com. At Raymond James our associates use five guiding behaviors (Develop, Collaborate, Decide, Deliver, Improve) to deliver on the firm's core values of client-first, integrity, independence and a conservative, long-term view. We expect our associates at all levels to: • Grow professionally and inspire others to do the same • Work with and through others to achieve desired outcomes • Make prompt, pragmatic choices and act with the client in mind • Take ownership and hold themselves and others accountable for delivering results that matter • Contribute to the continuous evolution of the firm At Raymond James – as part of our people-first culture, we honor, value, and respect the uniqueness, experiences, and backgrounds of all of our Associates. When associates bring their best authentic selves, our organization, clients, and communities thrive. The Company is an equal opportunity employer and makes all employment decisions on the basis of merit and business needs. #LI-TC1 Raymond James is a diversified financial services company providing wealth management, capital markets, asset management, banking and other services to individuals, corporations and municipalities. Founded in 1962 in St. Petersburg, Florida, rather than on Wall Street, we have always embraced being a different kind of financial services firm. Today, Raymond James has locations and subsidiaries across the United States, Canada, the United Kingdom and Germany, and is listed on the New York Stock Exchange under the symbol RJF. Thanks for your interest in working with Raymond James. While we might not have the perfect role for you today, we'd love to keep in touch. Join our Talent Network to stay up to date on career opportunities that may be a good fit for you. Our business is deeply focused on people and their financial well-being. We're committed to helping individuals, corporations and institutions achieve their goals, while also supporting successful professionals and helping our communities prosper. We believe doing well and doing good aren't mutually exclusive. As an established but ever-evolving company, you can start – or continue – growing your career here. We invest in you with wide-ranging benefits and the support of leaders and colleagues who care. From development opportunities and enriching networking groups to prioritizing diversity, inclusion and the power of different perspectives, Raymond James is where good people grow. Our people-first culture is outlined in our Culture Blueprint. Check it out to see why many choose to work at Raymond James – and why they stay.