Analyst II, Home Office Tech

LPL Home Office Technologies is responsible for the support, engineering, and strategy for the enterprise desktop applications that our internal employees use to better serve our Advisors and Investors.  Simply put, our goal is to provide a modern computing environment that is reliable, simple to use, and flexible to individual workstyles.

 We are seeking a qualified professional Analyst II, Home Office Tech to provide IT Support to our LPL internal employees, resolving or escalating issues in a timely and professional manner over multiple channels of communication. Secondarily, this role will support and participate in internal IT activities such as helping roll out and drive user adoption to new technologies, ensuring new hires' success with IT needs when they start at LPL, and assisting in building a robust knowledge base that we be leveraged as we introduce automation and AI.

Responsibilities:

• Provides Tier 2 support for end-user computing devices for LPL employees and Contingent workers in multiple offices and functions as an escalation point for Tier 1 support.

• Responds to incidents and requests within a ticketing system, providing resolution within a complex, fast-paced business environment.

• Deploys and troubleshoots end-user computing devices, including laptops, desktops, printers, MFPs, and wireless devices that are aligned with the Home Office Security Policy.

• Reimage computers/hard drives by standards.
  Perform Move, Add, and Change functions, including installation and decommission.

• Install, configure, and troubleshoot Windows-based operating systems, Microsoft Office and Internet browsers.

• Install, configure, and troubleshoot MAC/Apple-based operating systems and proprietary applications.

• Configures and supports remote users, including VPN clients and connectivity.

• Provides customer training and knowledge documentation.

• Complies with and supports ITIL change-incident-problem management processes and work instructions.

• Troubleshoot incidents and fulfill requests within established SLAs.

• Adheres to Desktop and End User Computing processes, procedures, policies, and job aids.

• Provides a high-touch, business-aware, personalized, world-class customer service that extends to executive and senior-level support.

• Partner with Business Units, Active Directory, Messaging, Network, Engineering, Information Security, Service Desk and vendors.

• Perform asset inventory activities as needed.

• Able to work with minimal instruction on day-to-day operations and general instruction on new assignments from management.

• Provide exceptional customer service to LPL internal business partners by troubleshooting IT-related problems from LOB applications, MS Suite and VPN for remote users, to hardware such as mobile phones, laptops, PCs and printers.

• Maintain a high degree of customer service for all support queries and adhere to all service management principles and standard operating procedures.

• Drive continuous improvement by thinking out of the box for potential solutions or ideas around reducing volume to the service desk and contribute to our knowledge base by writing and submitting KB articles.
   

Required Qualifications:

• Must be able to work 100% from the LPL's corporate office in Fort Mill 5 days a week. This role supports onsite employees, so working remotely is not an option.

• Minimum of 2 years of Tech Support experience, including supporting Windows and Mac
  Experience with workstation setup, refreshes, conference room support, networking, and other related duties

• Experience in the management and support of Microsoft Active Directory Domains, Microsoft Office, Office 365, corporate networks, and mobile device technology.

• Working knowledge of various Windows OS and hardware for PC environments, principles and terminology of networking and mobile technologies.

Core Competencies

• Strong communication skills and a collaborative attitude are key attributes for this role.

• An Associate degree, Certificate, or Boot Camp in Computer Science or equivalent training/experience required.

 

Pay Range:

$26.34-$43.90/hour

 

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, a