Tech Support Analyst II

Overview

Tier 2 IT support role within LPL Home Office Technologies, providing end-user computing support to internal employees and contingent workers, with secondary involvement in IT rollouts, new-hire IT onboarding and knowledge base development.

What you'll do

• Provide Tier 2 support for end-user computing devices for LPL employees and contingent workers across multiple offices, acting as escalation point for Tier 1 support.
• Respond to incidents and requests within a ticketing system, providing resolution in a complex, fast-paced business environment.
• Deploy and troubleshoot end-user computing devices including laptops, desktops, printers, MFPs and wireless devices aligned with the Home Office Security Policy.
• Reimage computers and hard drives in accordance with standards.
• Perform move, add and change functions, including installation and decommissioning.
• 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.
• Configure and support remote users, including VPN client and connectivity.
• Provide customer training and knowledge documentation.
• Comply with and support ITIL change, incident and problem management processes and work instructions.
• Troubleshoot incidents and fulfill requests within established SLAs.
• Adhere to Desktop and End User Computing processes, procedures, policies and job aids.
• Provide high-touch, business-aware, personalized, world-class customer service extending 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.
• Work with minimal instruction on day-to-day operations and general instruction on new assignments from management.
• Troubleshoot 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 service management principles and standard operating procedures.
• Drive continuous improvement by proposing solutions that reduce service desk volume, and contribute to the knowledge base by writing and submitting KB articles.
• Help roll out new technologies and drive user adoption.
• Ensure new hires' success with IT needs when they start at LPL.
• Assist in building a robust knowledge base to be leveraged as automation and AI are introduced.

What you'll need

• 2+ years of tech support experience, including supporting Windows and Mac.
• Experience with workstation setup, Citrix VDI, conference room support, networking and other related duties.
• Experience in 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.
• Strong communication skills and a collaborative attitude.
• An Associate degree, Certificate or Boot Camp in Computer Science, or equivalent training/experience.
• Must be able to work 100% from a corporate office 5 days a week; remote working is not an option.

Details

• Location: Hyderabad.
• Work mode: on-site, 100% from corporate office, 5 days a week.