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in Columbia, MO
Senior Support Specialist- Tier 1 - Full-time / Part-time
Hours | Full-time, Part-time |
---|---|
Location | Columbia, Missouri |
About this job
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 .
1Fortune 500, published June 2023, data as of December 2022. Compensation provided for using, not obtaining, the rating.
Team Overview
You 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 learning
What You'll Need
- Bachelor's degree preferred
- 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 required
PreferredCompTIA 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
Check out our U.S. awards and accolades:
Check out our Canadian awards and accolades:
Salary: $45260 - $74635
Category: Headquarters