Support Analyst- Branch Voice and Data

Edward Jones is seeking an adaptable Technical Support Analyst to provide Tier 2 network and VoIP telephony support for all branch offices. This role delivers high-quality technical assistance to Edward Jones and CBIZ associates, ensuring branch issues are resolved accurately and efficiently. The analyst will work closely with teams across CBIZ and Edward Jones to enhance service delivery, streamline support processes, and contribute to continuous improvement across the organization. Essential Functions and Primary Duties:

• Diagnose and troubleshoot technical network and VoIP problems for branch offices
• Provide Tier 2 technical support to ensure reliable branch operations
• Collaborate across teams to improve service delivery and support Financial Advisors in serving clients
• Partner with Help Desk teams to prepare for new technologies through training support, knowledgebase updates, and proactive communications
• Work with Technology product owners to enhance processes, improve efficiency and reduce resolution times
• Use data and ticketing analysis to identify trends, drive first-contact resolution, and elevate support quality.
• Communicate branch technology issues and ensure they are properly prioritized
• Provide coaching and knowledge transfer to Help Desk associates to build technical and customer service skills

• Minimum 2 years' experience in telecommunications and networking technologies or experience in a Helpdesk environment with an emphasis on analytical work. This includes experience in one of the following areas of responsibility: LAN Operations, WAN Operations, or Telephony Operations.
• Demonstrated ability to analyze data, identify trends, and propose actionable process improvements.
• Strong communication skills with the ability to translate technical concepts into clear, user-friendly language.
• Empathy, patience, and adaptability in supporting end users and Help Desk associates.
• Experience writing trade articles, technical content, or operational documentation is highly desirable.
• Familiarity with knowledge management systems, ticketing platforms, and change management processes.

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

Join a financial services firm where your contributions are valued. Edward Jones is a Fortune 500¹ 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. ¹Fortune 500, published June 2024, data as of December 2023. Compensation provided for using, not obtaining, the rating.