Technical Case Manager

Job Overview :

We are standing-up a new Employee Advisor focused Help Desk, aimed at providing white-glove support to our newest set of customers, Employee Advisors, and their offices. This dedicated group of problem solvers will serve as case managers for all things IT to this select group of customers.

Responsibilities :

The daily functions of this role will serve as a contact point (via phone, email, Chat etc.) to a new group of customers. The role will require a consistent delivery of customer focused support, owning issues as Case Manager until resolution. Quickly resolving IT issues with a friendly approach will be critical to the success of the candidate.

Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring PC performance.

Accurately document instances of hardware failure, repair, installation, and removal.

Assist in developing strategies and capacity planning for future computer hardware needs.

Support development and implementation of new technology in the IT / Office / Financial Advisor environment

Application support for internal build software

Technical support on-site or via phone or email

Install or repair Windows or Macintosh computers with standardized applications and networking software, diagnosing, and solving problems that develop in their operations.

Respond to user questions and explain the operation of network applications and equipment.

Assist in the maintenance of standards and documentation.

Performs analytical, technical, and administrative work in planning, installing, supporting computer equipment and software under moderate supervision.

Resolves and researching complex issues within the trading environment involving Desktops and Citrix platforms.

Consult with end users to determine optimal configuration of equipment and applications.

You will be expected to exercise judgment within generally defined practices and policies in selecting methods and techniques for obtaining solutions.

Less than 10% travel required.

What are we looking for?

We want strong collaborators who can deliver a world-class client experience . We are looking for people who thrive in a fast-paced environment , are client-focused , team oriented , and are able to execute in a way that encourages creativity and continuous improvement .

Requirements :

Experience with hardware knowledge for laptops, desktop, servers and networking

Strong customer service skills are key

Ability to manage multiple open cases at a time

Core Competencies :

Attention to detail in the performance of duties and in documentation

Ability to understand scope and impact of issues and coordinate support accordingly

Customer-Centric and holistic approach to workload

Preferences :

IT Certifications a plus (A , Net , HDI etc)

Preferred previous Financial Advisor Support experience or other relevant experience

Finra License a major plus but not required (Series 99)

Pay Range :

26.34-$43.90 / hourActual 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, and more. Your recruiter will be happy to discuss all that LPL has to offer!

Salary : $26 - $44