Senior IS Analyst - Front Office Desktop Support

At Franklin Templeton, we're driving our industry forward by developing new and innovative ways to help our clients achieve their investment goals. Our dynamic and diversified firm spans asset management, wealth management, and fintech, offering many ways to help investors make progress toward their goals. Our talented teams working around the globe bring expertise that's both broad and unique. From our welcoming, inclusive, and flexible culture to our global and diverse business, we offer opportunities not only to help you reach your potential but also to contribute to our clients' achievements.

Come join us in delivering better outcomes for our clients around the world!

This position requires 5 days per week onsite/in office and occasional after-hours support for moves and changes.

The Front Office Desktop Support team provides technology and functional support to internal clients for issues including hardware, operating systems, desktop/web applications, mobility, conferencing, and printing. Our goal is to increase users' ability to self-service, automate contacts, enhance users' experience, and support users in adopting new technologies. We are the primary customer interface with technology and are responsible for supporting all customer-facing technologies.

Provide desktop support for Franklin Templeton employees, including addressing their technical issues, requests, and support of the IT Infrastructure. Our primary goal is to provide quick and efficient resolutions while minimizing disruption to our customers.

• Provide on-site technical support and customer service as well as remote user support; available to provide support outside business hours; may include occasional travel to other offices

• Accountability for addressing technical issues in a timely manner and providing concise and timely updates

• Address issues that arise within the local office and tickets for local and remote users routed from the service desk

• Coordinate, set up, and support technologies used in Conference Rooms

• Provide Audio Visual support for large internal and external meetings in the Office and external facilities

• Train users on new technologies in the space

• Provide support for trading and investment management technologies

• Provide education on information technology issues/services to employees enterprise-wide

• Develop, document, and implement standard operating procedures and customer service guidelines relating to remote and localized IT support

• Support and maintain effective relationships with users in their assigned areas, especially regarding operating systems, applications, mobile devices, new technologies and communications infrastructure

• Actively participate in team meetings

• Order and maintain inventory of IT assets

• Handle project work related to acquisitions and integration of companies

• Coordinate and support office moves, and user restacks

• Function as an active advocate for the customer within IT and with outside technical groups

• Escalate issues to the appropriate teams and drive to closure

• Manage the ticketing queues to ensure issues are prioritized and actioned

• Provide backup assistance to peers when needed

• Follow company guidelines, processes, and standards

• Assist in creation of technical documentation and manuals regarding standard operating procedures and customer service guidelines relating to remote and localized IT support

• Working knowledge of office automation products and computer peripherals, like printers and scanners

• Ability to perform remote troubleshooting and provide clear instructions

• Set up, maintain, and troubleshoot Microsoft Windows (Win 11 AND Office 2016) desktop, laptops, and notebook computers

• Basic knowledge of ADS, DNS, and DHCP configuration

• Handle asset and vendor management

• Basic LAN (Network) troubleshooting knowledge

• Outlook, MS Teams, and OneDrive configuration in end client

• Identify and escalate situations requiring urgent attention, redirecting problems to appropriate resources.

MinimumQualifications:

• Bachelor's or higher degree in computer science or related field

• Minimum of 5 years in a similar, fast- paced and dynamic environment in a desktop support role

• Excellent skills and abilities in organization, planning, multi-tasking, and flexibility

• Excellent communication and interpersonal skills

• Strong problem-solving and critical thinking skills

• Ability to actively participate as part of a team as well as work independently

• Strong service delivery and customer management skills for local and remote users

• Proficient in supporting Windows 10, Windows 11, Office 365, iOS, and Mobile Technologies

• Reliable transportation - mileage will be reimbursed when travel to a non-primary office is required

Preferred Qualifications:

• Experience supporting multiple facets of the business in a corporate environment strongly preferred

• Experience using ServiceNow Ticketing system

• Domain understanding of the Financial Services, or other highly-regulated, industry

Franklin Templeton offers employees a competitive and valuable range of total rewards-monetary and non-monetary-designed to support the whole person and to recognize their time, talents, and results. Along with base compensation, other compensation is offered such as a discretionary bonus, 401k plan, health insurance, and other perks. There are several factors taken into consideration in making compensation decisions including but not limited to location, job-related knowledge, skills, and experience. At Franklin Templeton, we apply a total reward philosophy where all aspects of compensation and benefits are taken into consideration in determining compensation. We expect the salary for this position to range between $96,000 and $113,000.

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