Senior Specialist, Help Desk Support

Raymond James Financial, Inc. offers a comprehensive benefits package and a hybrid work setup in Memphis, Tennessee. This role delivers frontline and second-line technical support for hardware and software to end users, addressing issues and guiding resolutions across multiple channels to keep technology running smoothly in a hybrid Memphis office environment.

Benefits

• Medical, dental, and vision coverage
• Life insurance
• Critical illness insurance
• Accident insurance
• Disability benefits
• Retirement savings plan
• Paid time off including vacation, holidays, and sick leave
• Parental leave

Responsibilities

• Provide second-line hardware, software, and end-user support in line with documented procedures and service-level targets to support the business effectively
• Utilize knowledge management tools to help resolve client issues
• Assist clients in completing online forms to access various systems, services, hardware, software, and entitlements
• Help customers perform basic software installations
• Conduct basic Diagnoses of software and hardware to troubleshoot connectivity problems
• Escalate trends and outages to leadership and for Service News postings
• Manage time in a customer contact center and document time via activity codes
• Use required activity codes to indicate non-phone related activities
• Participate in a rotating on-call schedule and respond to calls
• Perform other duties and responsibilities as assigned
• Ensure a positive experience for internal clients through courteous interactions
• Conduct data entry into company systems and review information to ensure accuracy and accessibility
• Follow mandatory procedures to meet quality standards and comply with external regulatory codes and internal codes of conduct
• Organize daily work schedule to align with changing priorities
• Develop and maintain strong procedural or technical skills through assessment and development planning, training, and coaching

Requirements

• Basic technical knowledge across operating systems, mobile devices, networking, business applications, security products, and financial services applications
• Clear and effective elementary verbal communication skills under supervision to express ideas, request actions, and outline plans
• Supports business processes with guidance, using standard office equipment and software with partial supervision
• Under supervision at an elementary level, plan, organize, prioritize, and oversee activities to meet business objectives
• Under supervision at an elementary level, develop, monitor, interpret, and understand policies and procedures aligned with organizational goals
• Under guidance, analyze data trends for reports to guide decision making
• Under guidance, acquire, organize, protect, and process data to fulfill business objectives
• Under supervision at an elementary level, analyze data from multiple sources to draw conclusions and make recommendations
• Under supervision at an elementary level, monitor, diagnose, and fix technological problems
• Under supervision at an elementary level, ensure IT applications meet specifications by designing, executing, and reporting tests
• Basic level use of digital communication (email, text, chat, social media) to create positive customer moments, typically under close supervision
• Basic navigation of service conversations using the four parts: open, learn, reply, and close, typically under close supervision
• Basic handling of conversations with frustrated customers, typically under close supervision
• Elementary level to select, deploy, and optimize the most appropriate office systems, under supervision
• Basic level to connect with customers and strengthen relationships through positive experiences, typically under close supervision
• Education: High School diploma required
• Experience: Minimum of 1 year of related experience

Technologies

• Operating systems
• Mobile devices
• Networking
• Business applications
• Security products
• Financial services applications

Licenses and Certifications

• Ability to obtain HDI Certification within 1 year of hire; Raymond James will cover up to three attempts to pass

Travel

Less than 25 percent travel is required

Workstyle

Hybrid