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Join to apply for the Help Desk Analyst role at Jobs via Dice 1 day ago Be among the first 25 applicants Join to apply for the Help Desk Analyst role at Jobs via Dice Dice is the leading career destination for tech experts at every stage of their careers. Our client, TEKsystems c/o Allegis Group, is seeking the following. Apply via Dice today! Description The RJ TSC (Technical support center) is looking to bring on resources to start August 15th. Their help desk is currently 84 agents (FTE and contractors), they support several thousand internal users, hundreds of applications from microsoft to proprietary. Users can expect to take anywhere from 10-30 calls a day, the desk takes 800-1100 calls per day. They use servicenow as their ticketing system. The TSC is RJ's level 1 help desk, but a very complex level 1. Service 600-800 proprietary apps besides big apps like microsoft / adobe and things like that. 30,000 end users - large user base. User base is people in RJ home office, RJ branches that are all domain. Since it is such a complicated desk, they need someone who can pivot, adjust, use critical thinking skills to work through problems. What they have noticed is that soft skills like a basis of logical thinking, go getter attitude, white glove customer service are what they really need. Financial advisors are like doctors - they want that level of service like they are doing heart surgery. Need someone with the ability to find information, ability to know where to go to find information . mental agility. They really want candidates who are newer in their career - ideally 2-3 years in a similar complex environment. They are open to green candidates too. They have a fairly rigorous new hire training, and need sharp candidates who are willing to learn their products and processes and find they are most successful :) About The Technology Service Center What They Do: The Technology Service Center provides personalized service to branch and home office associates through the dedication of Technology Service Representatives. Any technical issue or requests that Raymond James associates may have should contact the TSC department for assistance. TSC Representatives will work a hybrid schedule in office 8 days per month. While working remotely, candidates must have a suitable area to work, reliable internet access, and availability to work an 8 hour shift between the hours of 6:30am-9:00pm EST. Job Summary: With the goal of providing superior service and first contact resolution, delivers front line technical support to customers via multiple communication channels in a customer contact center environment. Uses detailed instructions, established procedures and prescribed guidelines to resolve technical issues and complete tasks for end users. This position is 100% on the phones. Job Duties: Provides solutions to a wide variety of technology related problems, issues, and questions or escalates to appropriate support area. Enters complete and accurate information into contact tracking database and follows up with customer as needed to provide total ticket ownership. 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. Required Skills At least 3 years of recent help desk troubleshooting experience in a call center environment Basic technical knowledge of the following: Installing, troubleshooting and maintaining computer hardware and software Basic technical knowledge of the following: operating systems (OS), mobile devices, networking, business applications and security products Available to work non-standard shifts including nights, weekends and some holidays Very strong written and oral communication skills Strong analytical and problem solving skills Maintaining a professional demeanor at all times as they will be handling calls from various levels of RJ employees New Hire Training TSC New Hire training is a lot like going "back to school". The trainers will expect everyone to participate, be engaged, take notes, and ask questions. Quizzes will be administered throughout the training period to assess your learning progress. There will be a final test at the end of the training period in which a score of 80% or higher is required to graduate from training. If you do not receive at least an 80% or higher, your assignment with Raymond James will be ended. Associates cannot retake quizzes or tests. Skills remote support Top Skills Details remote support Experience Level Intermediate Level Pay And Benefits The pay range for this position is $27.00 - $29.00/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: Medical, dental & vision Critical Illness, Accident, and Hospital 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available Life Insurance (Voluntary Life & AD&D for the employee and dependents) Short and long-term disability Health Spending Account (HSA) Transportation benefits Employee Assistance Program Time Off/Leave (PTO, Vacation or Sick Leave) Workplace Type This is a hybrid position in Denver,CO. Application Deadline This position is anticipated to close on Jul 15, 2025. >About TEKsystems: We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. About TEKsystems And TEKsystems Global Services We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com. The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. Seniority level Seniority level Entry level Employment type Employment type Full-time Job function Job function Information Technology Industries Software Development Referrals increase your chances of interviewing at Jobs via Dice by 2x Get notified about new Help Desk Analyst jobs in Denver, CO . 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