Tech Liaison - Desktop and Application Support Specialist

Job Summary:

Under general supervision, uses specialized knowledge and skills obtained through training and experience to provide first level software and hardware support to an assigned functional area(s) in the acquisition, implementation and operation of end-user applications and serve as liaison with Information Technology (IT). Also, provides business administration and support for business applications like MS SharePoint, MS Teams etc. Acts as liaison to the business area systems users. Serves as member of project teams for special projects within the business area and assists with business process analysis and support. Performs varied work that requires independent evaluation, originality and ingenuity to solve business problems. Extensive contact with internal customers and IT is required to identify, research and resolve system problems.

Essential Duties and Responsibilities:

• Prepares workstation hardware, software and network access for new associates onboarding.

• Supports associate off-boarding activities (decommissioning network access, hardware repossession etc.)

• Troubleshoots basic and medium level of difficulty for hardware and software problems.

• Coordinates software/hardware purchases, upgrades and moves for assigned functional area.

• Communicates with Information Technology (IT) to resolve problems that require escalation to desktop support in IT.

• Communicates technical information to others in the Department.

• Provides support and analyses to the Management team for various projects across the organization (for example: MS SharePoint Sites, MS Teams Channels etc.)

• Independently monitors Service Now requests that come in for a variety of application system admin support and routes to self or others in the overall Support team for problem resolution.

• Performs workstation customization for assigned functional area.

• Facilitates network password and virus protection for end users in assigned functional area.

• Educates users on keeping directory structure and mailboxes current and deleting files, as necessary, to maintain server space.

• Maintains PC inventory for assigned functional area.

• Serves as part of a project team for projects impacting the business area.

• Coordinates the promotion of patches, fixes and upgrades to business area applications via the standard testing path of Development, QA and Production.

• Retrieve and compile data for system entitlement audits and prepare initial analysis for management to confirm appropriateness of the members of each group/system.

Qualifications:

Knowledge, Skills, and Abilities:

• Advanced concepts, principles and practices of PC support.

• Operating systems, resources, and services sufficient to maintain equipment, change passwords, map drives and configure workstations.

• PC hardware sufficient to install, move and customize workstations.

• Various reports sufficient to maintain processes and execute scheduled reports preferred.

• Directory structure sufficient to maintain server disk space.

• Business Application System Administration

• Intermediate / advanced knowledge of MS Office Suite of products for team collaboration (for example: SharePoint & Teams)

Skill in:

• Troubleshooting hardware and software problems.

• Setting up hardware, software and network access for end users.

• Customizing work stations.

• Operating standard office equipment and using required software applications to produce correspondence, reports, electronic communication, spreadsheets and databases.

• In-depth knowledge of MS Office Suite of products for team collaboration like SharePoint and Team

• Strong analytical and problem skills sufficient to recognize and detect work errors and correct them or offer resolution.

• Analyze business application issues and offer solution options and recommendation

• Strong detail-orientation.

Ability to:

• Work independently as well collaboratively within a team environment.

• Communicate effectively, both orally and in writing, with all organizational levels.

• Organize, manage and track multiple detailed tasks and assignments with frequently changing priorities and deadlines in a fast-paced work environment, with general supervision.

• Partner with other functional areas and teams to accomplish objectives.

• Read, comprehend and apply technical information.

• Maintain currency in best practices for hardware and software support.

• Constructively work under stress and pressure and produce a high volume of assignments using strong organizational and time management skills to meet deadlines.

• Be self-motivated with strong sense of creativity and ability to work independently with confidence.

• Promote team cohesiveness, cooperation and effectiveness.

• Use appropriate interpersonal styles and communicate effectively, both orally and in writing, with all organizational levels.

• Think logically and to analyze and solve problems.

Educational/Previous Experience Requirements:

• Bachelor's degree with technical or business specification ~or~

• Any equivalent combination of experience, education, and/or training approved by Human Resources.

• Business Applications / MIS knowledge preferred

Licenses/Certifications:

• TL1 and TL2 certifications highly desirable

Raymond James Guiding Behaviors

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 outcome

• 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