Tech Support Analyst II

The Tech Support Analyst provides IT support to LPL employees by resolving or escalating technical issues in a timely and professional manner across multiple communication channels. This role also supports internal IT initiatives, including technology rollouts, end-user adoption efforts, new hire onboarding support, and knowledge base development to enhance service delivery, automation, and AI-enabled support capabilities., * Receive, log, track, and manage incoming support requests through phone, reservations, customer-initiated incidents, and chat channels.

• Troubleshoot and resolve issues related to line-of-business applications, Microsoft technologies, VPN connectivity, mobile devices, laptops, desktops, printers, and other hardware.
• Research reported issues, provide status updates, and communicate escalation paths to end users when necessary.
• Adhere to established service management processes, support procedures, and documentation standards.
• Contribute to continuous improvement initiatives by identifying opportunities to reduce service desk volume and developing knowledge base articles.
• Support technology deployments and initiatives that improve employee adoption of new tools and services.
• Assist new hires with IT setup and onboarding activities to enable a successful start at LPL.

What Are We Looking For?

We’re looking for strong collaborators who deliver exceptional client experiences and thrive in fast-paced, team-oriented environments. Our ideal candidates pursue greatness, act with integrity, are driven to help our clients succeed, and contribute to a culture where we win together and create and share joy in our work. Successful candidates embrace continuous improvement, collaboration, accountability, and exceptional customer service.

• 2+ years of technical support experience or related experience.
• Associate’s degree, certificate, or boot camp completion in Computer Science or a related field.
• Experience supporting Microsoft Active Directory, Microsoft Office, Microsoft 365, corporate networks, and mobile device technologies.
• Working knowledge of Windows operating systems, PC hardware, networking concepts, and mobile technologies.
• Experience providing customer support and issue resolution in a professional environment.

Core Competencies:

• Strong communicator with excellent documentation, troubleshooting, and problem-solving skills.

Preferences:

• Strong communicator with excellent documentation, troubleshooting, and problem-solving skills.
• Collaborators who deliver exceptional client experiences.
• Familiarity with Windows operating systems, computer hardware, networking concepts, and mobile device support.
• Previous experience providing technical support in a corporate or customer-focused environment.
• Experience troubleshooting desktop, laptop, printer, VPN, or mobile device issues.

Actual base salary varies based on factors, including but not limited to, relevant skill, prior experience, education, base salary of internal peers, demonstrated performance, and geographic location. Additionally, LPL Total Rewards package is highly competitive, designed to support your success at work, at home, and at play - such as 401K matching, health benefits, employee stock options, paid time off, volunteer time off, and more. Your recruiter will be happy to discuss all that LPL has to offer!

LPL Financial Holdings Inc. (Nasdaq: LPLA) is among the fastest growing wealth management firms in the U.S. As a leader in the financial advisor-mediated marketplace(6) , LPL supports over 32,000 financial advisors and the wealth management practices of approximately 1,100 financial institutions, servicing and custodying approximately $2.3 trillion in brokerage and advisory assets on behalf of approximately 8 million Americans. The firm provides a wide range of advisor affiliation models, investment solutions, fintech tools and practice management services, ensuring that advisors and institutions have the flexibility to choose the business model, services, and technology resources they need to run thriving businesses. For further information about LPL, please visit www.lpl.com.

At LPL, independence means that advisors and institution leaders have the freedom they deserve to choose the business model, services, and technology resources that allow them to run a thriving business. They have the flexibility to do business their way. And they have the freedom to manage their client relationships, because they know their clients best. Simply put, we take care of our advisors and institutions, so they can take care of their clients.