Senior Support Specialist
: Job Details :

Innovate here. And see your ideas come to life.It's an exciting time to work in tech at Edward Jones. We are making massive investments in emerging technologies to improve how we work with our clients and with each other. Relationships are the focus of our business model. And working in Technology here means using your skills to build, deliver and maintain the technologies that enable us to deepen and support those relationships. The best part? We develop and create our own industry-leading solutions internally. And you can be a part of it. Working with emerging new technologies. Creating platforms, programs and experiences that change how we work together - and support our client-first focus. Changing the future of our firm, the industry and the advisor-client relationship.Job OverviewPosition Schedule:Full-TimeYou may be surprised that Edward Jones employs thousands of technical resources - all focused on creating world-class experiences for our clients and branch offices. If you've considered Edward Jones in the past, it's time to take another look. We are embracing a modern, cloud-based architecture and are looking for exceptional individuals who want to be a part of that future.In 2022, Edward Jones invested $1 billion in technology infrastructure, digital initiatives, and virtual business enablement tools. We're currently in the test-and-learn phase and are looking for talented, motivated professionals, that want to be part of this transformational journey. Cloud-based architecture and modern technical capabilities will enable us to grow our impact while providing the best client experience possible.What You'll Do:• Diagnose, analyze, and resolve complex technical issues across various platforms collaborating closely with peers to identify ticket trends and potential wide-spread issues. Partner with leaders to resolve and create proactive measures to reduce future occurrences• Troubleshoot inquiries promptly guiding technical and non-technical users through the problem-solving process. Escalate incidents and outages to other technology departments when appropriate and dispatch vendors, as necessary• Apply technical understanding with minimal direction to resolve issues utilizing troubleshooting tools, following department processes, and other resources as appropriate• Evaluate and prioritize customer support requests via workflow based on the severity/time sensitivity of the situation• Provide IT support for devices including PC workstations/laptops, MACs, thin clients, printers/fax, scanners, office phones, iPhones, Android phones, iPads, Tablets, modems, routers, and switches• Support end-users in their use of applications&troubleshooting complex technical issues including Microsoft Office 365, Teams, Intune virtual desktops, Zoom, WebEx, zScaler, antivirus, remote access, etc• Mentor and coach associates on specific equipment/on-the-job training to reinforce learningEdward 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 ourbenefits page.Hiring Minimum:$45260Hiring Maximum:$74635Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance and the California Fair Chance Act. Edward Jones is prohibited from hiring individuals with certain specified criminal history as set forth in Section 3(a)(39) and 15(b)(4) and Rule 17a-3(a)(12) of the Securities and Exchange Act of 1934, and conducts background reviews consistent with FINRA Rule 3110(e). A copy of a notice regarding the provisions of the Los Angeles County Fair Chance Ordinance is available at:dcba.lacounty.gov/wp-content/uploads/2024/08/FCOE-Official-Notice-Eng-Final-8.30.2024.pdf.Read More About Job OverviewSkills/RequirementsWhat You'll Need

• Bachelor's degree preferred or a minimum of 2+ years of experience in a technical support environment
• Dedicated home office space and a hard-wired internet connection required
• Technical knowledge of iPhones, Android phones, iPads, Tablets, monitors, printers, phones, laptops, thin clients, desktops, modems, routers, and VDI's. Intermediate Understanding of TCP/IP, DNS,&DHCP, Microsoft Office 365, Windows 10&IOS, and WebEx&Zoom
• Required to provide evening, weekend, or holiday support as needed
• Experience using ticketing systems to manage, and track incidents is requiredPreferred
• CompTIA Network+/Security+/A+, MCSA Windows Server 2012 or newer, Azure or MS365 role-based certifications an asset
• Able to work independently and utilize tools to stay connected to the team
• Provide training to the department as new hardware and software is introduced into the Edward Jones environment

***Candidates that live within in a commutable distance from our Tempe, AZ and St. Louis, MO home office locations are expected to work in the office three days per week, with a preference for Tuesday through Thursday.***Read More About Skills/RequirementsAwards&AccoladesAt 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 JonesCheck out our Canadian awards and accolades:Insights&Information Blog Postings about Edward JonesRead More About Awards&AccoladesAbout UsJoin a financial services firm where your contributions are valued. Edward Jones is a Fortune 500¹ company where people come first. With over 8 million clients and 19,000 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 ourPurpose, Inclusion and Citizenship Report.¹Fortune 500, published June 2023, data as of December 2022. Compensation provided for using, not obtaining, the rating.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.#LI-HO