Raymond James · 4 days ago
Senior Specialist, Help Desk Support
Denver, CO
Full-time
Hybrid
Mid, Senior Level
$45K/yr - $60K/yr
1+ years expRaymond James is a financial services firm seeking a Senior Specialist in Help Desk Support. This role is responsible for delivering front-line technical support to customers, ensuring a positive experience while resolving issues through various communication channels.
BankingFinancial ServicesInformation TechnologyInsuranceWealth Management
Responsibilities
Provide second-line hardware, software, and end-user support as required and in line with documented procedures and service-level targets to support the business effectively
Utilizes knowledge management tools to help resolve client issues
Assists clients in completing online forms to attain various systems, services, hardware, software, and/or entitlements
Assists customers in performing basic software installations
Conducts basic diagnoses of software/hardware to troubleshoot connectivity problems
Escalates trends and outages as needed to leadership and for Service News postings
Manages time in customer contact center setting and documents time via activity codes
Utilizes required activity codes to provide awareness of non-phone related activities
Will be accountable for carrying on-call phone and responding to calls on a rotating basis
Performs other duties and responsibilities as assigned
Ensure a positive experience for internal clients by having courteous interactions with them
Conduct data entry into company systems, and review and verify the information to ensure accuracy and accessibility
Follow a range of mandatory procedures to ensure that work is carried out to the required quality standards and/or to ensure adherence to external regulatory codes and internal codes of conduct
Organize own work schedule each day in line with changing priorities
Develop and maintain excellent procedural or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching
Qualification
Required
Provide second-line hardware, software, and end-user support as required and in line with documented procedures and service-level targets to support the business effectively
Utilizes knowledge management tools to help resolve client issues
Assists clients in completing online forms to attain various systems, services, hardware, software, and/or entitlements
Assists customers in performing basic software installations
Conducts basic diagnoses of software/hardware to troubleshoot connectivity problems
Escalates trends and outages as needed to leadership and for Service News postings
Manages time in customer contact center setting and documents time via activity codes
Utilizes required activity codes to provide awareness of non-phone related activities
Will be accountable for carrying on-call phone and responding to calls on a rotating basis
Performs other duties and responsibilities as assigned
Ensure a positive experience for internal clients by having courteous interactions with them
Conduct data entry into company systems, and review and verify the information to ensure accuracy and accessibility
Follow a range of mandatory procedures to ensure that work is carried out to the required quality standards and/or to ensure adherence to external regulatory codes and internal codes of conduct
Organize own work schedule each day in line with changing priorities
Develop and maintain excellent procedural or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching
Basic technical knowledge of the following preferred: Operating systems (OS), mobile devices, networking, business applications, security products, financial services applications
Uses clear and effective elementary verbal communications skills under supervision to express ideas, request actions and formulate plans or policies
Supports business processes with guidance but not constant supervision by understanding and effectively using standard office equipment and standard software packages
Works under supervision at an elementary level to plan, organize, prioritize and oversee activities to efficiently meet business objectives
Works under supervision at an elementary level to develop, monitor, interpret and understand policies and procedures, while making sure they match organizational strategies and objectives
Works under guidance (but not constant supervision) to analyze data trends for use in reports to help guide decision making
Works under guidance (but not constant supervision) to acquire, organize, protect and process data to fulfill business objectives
Works under supervision at an elementary level to analyze data from multiple sources to draw appropriate conclusions and make suitable recommendations
Works under supervision at an elementary level to monitor, diagnose and fix technological problems
Works under supervision at an elementary level to ensure that IT applications meet required specifications by designing, executing and reporting on tests of systems and services
Works at a basic level to leverage digital communication (email, text, chat, social media) to create positive, defining moments for customers. Typically works under close supervision
Works at a basic level to navigate customer conversations by leveraging the four parts of a service conversation: open, learn, reply, and close. Typically works under close supervision
Works at a basic level to navigate conversations in which the customer is frustrated or unhappy with the organization. Typically works under close supervision
Works at an elementary level under supervision to select, deploy and get the best results from the most appropriate office system
Works at a basic level to connect with customers to strengthen the relationship, meeting personal needs through positive customer experiences. Typically works under close supervision
Incumbents must be able to obtain HDI Certification within 1 year of hire. Raymond James will pay for three attempts to pass the certification
Associate's: Computer and Information Science, Associate's: Computer Systems Analysis, High School (HS) (Required)
General Experience - 13 months to 3 years
Benefits
Raymond James will pay for three attempts to pass the certification.
Company
Raymond James
Raymond James provides a range of investment banking services focused on the telecommunications and communications sectors.
10001+ employees
H1B Sponsorship
Raymond James has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2023 (1)
Funding
Current Stage
Public CompanyTotal Funding
$1.5B2025-09-09Post Ipo Debt· $1.5B
1983-07-01IPO
Leadership Team
Paul Shoukry
Chief Financial Officer
James Sickling
COO - Fixed Income
Recent News
TradingView
2025-12-16
Company data provided by crunchbase