Opportunity Overview Opportunity Overview: As a Help Desk Support Analyst, Incident and Client Experience on the Incident Management Response Team, you will play a critical role supporting escalated issues across the Help Desk ecosystem. This position requires strong discernment to assess complex situations, prioritize effectively, and determine the right course of action in a fast-paced environment.
You will collaborate closely across Technology and Product teams, serving as an escalation point for more complex incidents while maintaining a strong client-focused and empathetic approach to end-user support. Day-to-day responsibilities include troubleshooting desktops/laptops, network connectivity, remote access, and software issues, while translating technical details into clear, easy-to-follow guidance for users.
The role calls for a strategic mindset-recognizing recurring patterns, proposing preventative solutions, and driving continuous improvements within incident response processes. Success in this role also requires resilience, adaptability, and the ability to remain composed while navigating high-impact issues and competing priorities, ensuring a high-quality client experience at every interaction.
What you'll do: - Serve as an escalation point within the Help Desk ecosystem, applying strong discernment to assess complex incidents, prioritize effectively, and determine appropriate resolution paths.
- Provide advanced end-user support by troubleshooting desktops/laptops, network connectivity, remote access, and software-related issues.
- Collaborate across Technology and Product teams to resolve incidents efficiently and ensure seamless coordination on complex or high-impact issues.
- Communicate incident status and resolution details through timely public announcements and stakeholder updates, ensuring clarity, transparency, and consistent client experience.
- Maintain a client-focused and empathetic approach, translating complex technical information into clear, easy-to-follow guidance for end users.
- Manage, track, and prioritize multiple incidents using established tools and communication channels in a fast-paced environment.
- Ensure accurate keeping and documentation, including incident details, actions taken, resolutions, and follow-up items, to support auditability and knowledge sharing.
- Identify trends and recurring issues, using strategic thinking to recommend preventative solutions and drive continuous improvements within incident management processes.
- Demonstrate resilience and composure while supporting high-priority or time-sensitive incidents, ensuring high-quality service delivery and a positive client experience at every interaction.
EEO Statement 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.
Company Description Join a financial services firm where your contributions are valued. Edward Jones is a Fortune 500 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.
Fortune 500, published June 2024, data as of December 2023. Compensation provided for using, not obtaining, the rating.
Awards and Accolades 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
Position Requirements Position Requirements: - Bachelor's degree and/or equivalent experience
- 2+ years in a technical support environment including experience with:
- Windows 10/11, Microsoft Office O365 & Intune
- Understanding and experience in Active Directory.
- Windows networking and telecommunications, to include SMTP, TCP/IP, DNS, and VPN.
- PC hardware, software, and peripherals.
- Mobile Phones, Tablet, iPads, & personnel laptops/desktops
- SCCM, anti-virus, and remote connectivity.
- 2+ years of experience in a client-facing role, demonstrating sound discernment, strategic thinking, and growth in responsibilities and scope.
What could set you apart: - Deliver empathetic, high-quality customer support
- Adapt quickly and exercise sound judgment
- Collaborate effectively across teams
- Participate in an on-call rotation
- Operate effectively in ambiguous situations
- Support diverse technologies and issue types
- Apply Agile practices
- Manage and document incidents in ServiceNow
- Hold relevant certifications (MOS/MCP, CompTIA A+, ITIL Foundations)
Salary Information 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.
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