Desktop Analyst
Current Employees and Contractors Apply Here Osaic Careers At Osaic, we support financial professionals nationwide, the people who help everyday Americans achieve their dreams.
We're a billion-dollar business with the mentality and drive of a startup.
Join us in building something special.
Information Technology Opportunity in Financial Services IT Service Desk Analyst II Location(s):
20 E.
Thomas Road, Phoenix, AZ 85012 Preferred Location(s):
Phoenix, AZ Osaic has returned to a hybrid work schedule, so we are seeking candidates willing to work a split schedule between home and the office.
Consideration will also be given to applicants seeking 100% remote work from home.
Role Type:
Full time
Summary:
Imagine yourself working for a billion-dollar startup company with a strong revenue flow and a client base that goes back 60
years.
Our employees are the how and the why of Osaic's success.
Osaic is seeking an organized, detailed and energetic Analyst to join our Technology team.
We are seeking a detail-oriented Analyst to join and serve as a team member providing a single point of contact support for technology services within Advisor Group for staff, vendors, and guests, both onsite and remote.
Support for computer hardware, standard and proprietary software applications, and other technology services.
Successful candidates will have outstanding communication and technical skills and can effectively demonstrate fluidity in a fast-paced collaborative, dynamic environment.
Candidates will need to be a fast learner, organized, and effective at multitasking and managing time.
Responsibilities:
Fields incoming requests to the Service Desk via both telephone, web, and other channels to ensure courteous, timely, and effective resolution to end-user technology issues Provides timely First Contact Resolution whenever possible Manages the Incident Management process throughout its lifecycle Assists team with real-time consultation and mentoring to resolve challenges with appropriate guidance Takes ownership and responsibility of new and escalated issues to a successful resolution Coordinates bridge calls to drive timely resolution to high priority Major incidents Identifies trends by monitoring and analyzing incidents and related data to initiate and track inputs to the problem management process Escalates issues when necessary and involves experts wherever required to resolve problems as quickly as possible The duties require that the Senior Service Desk Analyst receive and log work requests using an approved tracking system according to documented and trained standards Demonstrates a sound understanding of ITSM operations and systems, as well as business-related processes and procedures Continuously develops technical knowledge and understanding of all systems within the company portfolio All other duties as assigned.
Education Requirements:
Bachelor's Degree in information Computer Science, Information Technology or related field is preferred; H.
S.
Diploma or GED certificate
Significant Practical Experience will be considered.
Basic Requirements:
5
years' experience in Information Technology 2
years' experience in an advanced or senior role in a consultative technical and product support environment 3
years of experience in an IT Service Desk Working knowledge of essential contact center tools and operations, including ACD/telephones, IP Telephony software applications and processes, ticketing systems, and integrated tools such as knowledge management and reporting systems Familiarity with the fundamental principles of ITIL and SLAs Technology Experience that will translate well into this role include:
Troubleshooting Windows 10 OS, Dell Laptops with docking station and dual monitor configurations connected via LAN and Remote VPN (Cisco AnyConnect Client) networks.
Apple IOS Devices; VMWare Virtual Desktops using Horizon Client software, supported and managed from the Horizon Administrator console.
Standard software including Microsoft Edge web browser, SharePoint, Zoom, Teams, Office, Outlook Email, OneDrive and OneNote, Adobe Acrobat, Google Chrome and many others.
Specialized financial operations software experience to support hundreds of Proprietary and SaaS web-hosted including NetX360, Wealthscape, Wealth Management Platform, etc.
Many are MFA and SSO integrated applications.
Softphone applications such as Cisco Webex and Genesys Cloud Contact Center and phones.
Tools used include ITSM platforms such as Cherwell Service Management, ServiceNow, Remedy, etc.
MS Azure Portal, Exchange, Intune, MFA and Active Directory Administration in multiple domains.
Knowledge Management Systems (KCS Certified preferred), either integrated or standalone/web-hosted as part of the standard workflow.
Exceptional interpersonal and multitasking skills, with a focus on listening, questioning, analyzing, and documenting Knowledge and experience with restoring service to any client laptop or mobile device that has authorized access to the network Prioritizing and scheduling tasks Performing post-resolution follow-ups and quality reviews Reinforcing SLAs to manage end-user expectations All other duties as assigned.
Preferred Requirements:
7
years experience in Information Technology 3
years experience in an advanced or senior role in a consultative technical and product support environment 5
years of experience in an IT Service Desk Completion of an IT certification program Advanced knowledge of the fundamental principles of ITIL Advanced knowledge of Contact Center Operations, ticketing systems, and Active Directory provisioning Prior experience in the financial services industry Knowledge of Command line and other Diagnostic and monitoring tools are a plus.
Current Employees and Contractors Apply Here Recommended Skills Active Directory Group Administration Adobe Acrobat Attention To Detail Chrome Cisco Anyconnect Estimated Salary: $20 to $28 per hour based on qualifications.
We're a billion-dollar business with the mentality and drive of a startup.
Join us in building something special.
Information Technology Opportunity in Financial Services IT Service Desk Analyst II Location(s):
20 E.
Thomas Road, Phoenix, AZ 85012 Preferred Location(s):
Phoenix, AZ Osaic has returned to a hybrid work schedule, so we are seeking candidates willing to work a split schedule between home and the office.
Consideration will also be given to applicants seeking 100% remote work from home.
Role Type:
Full time
Summary:
Imagine yourself working for a billion-dollar startup company with a strong revenue flow and a client base that goes back 60
years.
Our employees are the how and the why of Osaic's success.
Osaic is seeking an organized, detailed and energetic Analyst to join our Technology team.
We are seeking a detail-oriented Analyst to join and serve as a team member providing a single point of contact support for technology services within Advisor Group for staff, vendors, and guests, both onsite and remote.
Support for computer hardware, standard and proprietary software applications, and other technology services.
Successful candidates will have outstanding communication and technical skills and can effectively demonstrate fluidity in a fast-paced collaborative, dynamic environment.
Candidates will need to be a fast learner, organized, and effective at multitasking and managing time.
Responsibilities:
Fields incoming requests to the Service Desk via both telephone, web, and other channels to ensure courteous, timely, and effective resolution to end-user technology issues Provides timely First Contact Resolution whenever possible Manages the Incident Management process throughout its lifecycle Assists team with real-time consultation and mentoring to resolve challenges with appropriate guidance Takes ownership and responsibility of new and escalated issues to a successful resolution Coordinates bridge calls to drive timely resolution to high priority Major incidents Identifies trends by monitoring and analyzing incidents and related data to initiate and track inputs to the problem management process Escalates issues when necessary and involves experts wherever required to resolve problems as quickly as possible The duties require that the Senior Service Desk Analyst receive and log work requests using an approved tracking system according to documented and trained standards Demonstrates a sound understanding of ITSM operations and systems, as well as business-related processes and procedures Continuously develops technical knowledge and understanding of all systems within the company portfolio All other duties as assigned.
Education Requirements:
Bachelor's Degree in information Computer Science, Information Technology or related field is preferred; H.
S.
Diploma or GED certificate
Significant Practical Experience will be considered.
Basic Requirements:
5
years' experience in Information Technology 2
years' experience in an advanced or senior role in a consultative technical and product support environment 3
years of experience in an IT Service Desk Working knowledge of essential contact center tools and operations, including ACD/telephones, IP Telephony software applications and processes, ticketing systems, and integrated tools such as knowledge management and reporting systems Familiarity with the fundamental principles of ITIL and SLAs Technology Experience that will translate well into this role include:
Troubleshooting Windows 10 OS, Dell Laptops with docking station and dual monitor configurations connected via LAN and Remote VPN (Cisco AnyConnect Client) networks.
Apple IOS Devices; VMWare Virtual Desktops using Horizon Client software, supported and managed from the Horizon Administrator console.
Standard software including Microsoft Edge web browser, SharePoint, Zoom, Teams, Office, Outlook Email, OneDrive and OneNote, Adobe Acrobat, Google Chrome and many others.
Specialized financial operations software experience to support hundreds of Proprietary and SaaS web-hosted including NetX360, Wealthscape, Wealth Management Platform, etc.
Many are MFA and SSO integrated applications.
Softphone applications such as Cisco Webex and Genesys Cloud Contact Center and phones.
Tools used include ITSM platforms such as Cherwell Service Management, ServiceNow, Remedy, etc.
MS Azure Portal, Exchange, Intune, MFA and Active Directory Administration in multiple domains.
Knowledge Management Systems (KCS Certified preferred), either integrated or standalone/web-hosted as part of the standard workflow.
Exceptional interpersonal and multitasking skills, with a focus on listening, questioning, analyzing, and documenting Knowledge and experience with restoring service to any client laptop or mobile device that has authorized access to the network Prioritizing and scheduling tasks Performing post-resolution follow-ups and quality reviews Reinforcing SLAs to manage end-user expectations All other duties as assigned.
Preferred Requirements:
7
years experience in Information Technology 3
years experience in an advanced or senior role in a consultative technical and product support environment 5
years of experience in an IT Service Desk Completion of an IT certification program Advanced knowledge of the fundamental principles of ITIL Advanced knowledge of Contact Center Operations, ticketing systems, and Active Directory provisioning Prior experience in the financial services industry Knowledge of Command line and other Diagnostic and monitoring tools are a plus.
Current Employees and Contractors Apply Here Recommended Skills Active Directory Group Administration Adobe Acrobat Attention To Detail Chrome Cisco Anyconnect Estimated Salary: $20 to $28 per hour based on qualifications.
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