Associate, IT Service Desk

At Raymond James, we develop, we collaborate, we decide, we deliver, and we improve together .

The Technology Division at Raymond James is dedicated to providing cutting-edge solutions that enhance efficiency and connectivity for financial advisors and their clients.

This commitment to technology excellence supports Raymond James' mission to deliver superior financial services and maintain a competitive edge in the industry.

Associate, IT Service Desk

How does the role impact the organization?

Under the direction of the Service Desk Manager and Team Lead, the associate is an individual with demonstrated ability to: multitask and take ownership of their work in a team environment while providing superior customer service and support for technology related issues. Ability to make judgments and recommendations based on analysis and knowledge is key to this role. Our Service Desk provides support by phone or onsite across geographically distributed locations for Raymond James corporate locations, financial advisors and branches as well as independent agents and associates.

What is the position responsible for?

• Provide first and second level support for all end-user computing devices including; HP desktops and laptops, as well as HP printers and Microsoft Surface devices;
• Perform general troubleshooting for: Windows 10, MS Office (2016 and O365) and financial industry software applications;
• Demonstrate sensitivity to the various levels of an individual’s IT knowledge, and business title (including C-suite) throughout the organization while providing both desk side and remote support;
• Understanding of networks and servers, previous exposure to a Windows network environment;
• Triage, resolve, route or escalate incidents and requests via ITSM ticketing system (ServiceNow);
• Ability to comprehend and accurately follow verbal and written technical instructions and scripts;
• Administer user accounts, network shares and print servers via Microsoft Active Directory;
• Ability to lift and move items up to 30lbs such as: desktop/laptop computers, monitors and boxed/unboxed printers etc.;
• Responsible for ongoing upkeep of an organized work environment in storage rooms and work areas;
• Support iOS and Android devices through mobile device management (MDM);
• Flexible to work shifts between the hours of 7:00 am to 8:00 pm (Eastern Standard Time) Monday to Friday, and participate in after-hours support rotation on evenings, weekends and holidays;
• Some local travel to provide onsite technical support and/or assistance to network teams may be required; and
• Other duties as assigned.
  
  

What can you expect from us?

Our most important investment is in people, Raymond James Ltd offers flexible workstyles, a competitive compensation and benefits package. Our benefits range from Health Benefits, RRSP Matching Program, Employee Stock Purchase Plan, Paid Time Off, Volunteer Days, Discretionary Bonuses, Tuition Reimbursement and many more! We also support internal promotion and community involvement.

What do we expect from you?

• A minimum of 3-4 years of hands-on experience deploying, and supporting computer hardware and software;
• Experience delivering exceptional customer service in a blended remote/on-site “Service Desk” role;
• Experience with networks skills related to TCP/IP and LAN/WAN;
• Experience with industry standard remote support tools.
• Proactively build relationships with others to support and contribute to the team overall performance and develops positive relationships outside the team.
• Prioritize and manage multiple, sometimes competing priorities, according to business requirements
• Experience within banking, financial services, or brokerage industries is highly desirable
• CompTIA A+ or MCITP/MCSE or MCP Certification or equivalent hardware break-fix skillset; and
• ITIL v3.0 or higher (Foundations)
• Communicate proficiently in French is an asset.
  
  

We encourage our associates at all levels to:

• Grow professionally and inspire others to do the same
• Work with and through others to achieve desired outcomes
• 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
  
  

At Raymond James – we honor, value, respect the uniqueness, experiences, and backgrounds of all of our Associates. When associates bring their best authentic self, our organization, clients and communities thrive, it is part of our people-first culture. The Company is an equal opportunity employer and makes all employment decisions on the basis of merit and business needs.

Here at Raymond James we demonstrate our commitment to ensuring equal opportunities for all candidates. To request accommodations, candidates are instructed to contact Human Resources via email at [email protected]. By reaching out to this email address, candidates can communicate their specific requirements and discuss the necessary accommodations they may need to participate fully in the recruitment process.

Salary Range: BC (based on Education, Work Experience, etc) $65,000-75,000 in addition to competitive performance bonuses/incentives.

Job

Technology

Primary Location

CA-BC-Vancouver-Vancouver

Organization

IT

Schedule

Full-time

Status

Permanent Full-Time