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The health and safety of our employees and candidates is very important to us. Due to the current situation related to the Novel Coronavirus (COVID-19), we’re leveraging our digital capabilities to ensure we can continue to recruit top talent at LPL Financial.As your application progresses, you may be asked to use one of our digital tools to help you through your recruitment journey. If so, one of our recruiters will explain what type of interviewing technology will be used throughout the recruitment process and will be on hand to answer any questions that you have. You can also email us at LPLFinancialHiring@lpl.com.
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IT Support Analyst

Job ID: R-014556 Date posted: 04/26/2021 Primary Location TX-Austin Other Locations SC-Fort Mill , AZ-Remote , CA-Remote ,IA-Remote

Do you love to talk to people, learn new technologies, and roll up sleeves to solve customer problems?

Does this sound like you? If so, then you could be the next superstar of our team! 

Job Overview

LPL’s Business Solutions team (https://www.lplbusinesssolutions.com/) is seeking a passionate and driven individual who will be responsible for supporting and providing exceptional service to its digital office solutions’ customers.

The Digital Office Solutions is a rapidly growing service from LPL that delivers a transformative suite of technology applications to independent financial advisors. 

This position will be responsible for onboarding new customers, train users on tech tools, diagnose and repair faults, install and configure applications, and provide timely customer feedback. The right candidate will have excellent interpersonal skills and good functional knowledge of IT systems to troubleshoot user issues.

What you will do

  • Be a part of a fun team that is passionate about customer service and new technologies
  • Troubleshooting technical issues
  • Onboarding new clients on our Digital Office Solutions platform
  • Speaking to customers to quickly get to the root of their problem
  • Providing timely and accurate customer feedback
  • Managing multiple cases at one time
  • Work with cybersecurity, cloud, and VoIP technologies
  • Receiving  and responding to incoming calls and emails from current and future clients
  • Participate in sales activities for new prospects, including participating in presentations of our services, assisting in proposal development, and overseeing deployment events for customers
  • Providing in-depth product demonstrations to new users and current subscribers
  • Contributing to and maintaining a positive team culture that values high performance, collaboration, and transparency

What does your success look like in the first 90 days

  • Build a detailed understanding of Digital Office Solutions and broader LPL Business Solutions offerings
  • Learn how to deploy and support digital office solutions
  • Handle client calls and emails
  • Independently work with internal and external partners to handle client escalations
  • Provide excellent customer service

Skills, experiences, and education required

  • Hands-on experience of typical office IT systems such as Office 365, Windows & Mac OS, remote management agents, and endpoint security software.
  • Prior experience in tech support, desktop support, or a similar role
  • Prior experience in a managed service provider (MSP) environment, platform administration, user onboarding, and VoIP Management is preferred
  • Demonstrated excellent customer service skills, including communication skills (both verbal and written).
  • Grace under pressure, comfort with ambiguity, and a sense of humor
  • Ability to translate complex, ambiguous problems into executable solutions
  • Ability to work independently to identify the issues and implement solutions in a team environment
  • Experience with Microsoft Office (Word, Excel, and PowerPoint) is preferred
  • Prior experience in regulated industries such as financial services and healthcare is preferred
  • Strong attention to detail, time management, and decision-making skills
  • Bachelor’s degree or equivalent experience required

Why LPL? 

At LPL, we believe that objective financial guidance is a fundamental need for everyone. As the nation’s leading independent broker-dealer, we offer an integrated platform of proprietary technology, brokerage, and investment advisory services. We provide you with a work environment that encourages your creativity and growth, a leadership team that is supportive and responsive, and the opportunity to create a career that has no limits, only amazing potential.

We are one team on one mission. We take care of our advisors, so they can take care of their clients.

Because our company is not too big and not too small, you can seize the opportunity to make a real impact. We are committed to supporting workplace equality, and we embrace the different perspectives and backgrounds of our employees.We also care for our communities, and we encourage our employees to do the same. This creates an environment in which you can do your best work.

Want to hear from our employees on what it’s like to work at LPL?  Watch this!

We take social responsibility seriously.  Learn more here!

Want to see info on our benefits?  Learn more here.

Why LPL? 

At LPL, we believe that objective financial guidance is a fundamental need for everyone. As the nation’s leading independent broker-dealer, we offer an integrated platform of proprietary technology, brokerage, and investment advisor services. We provide you with a work environment that encourages your creativity and growth, a leadership team that is supportive and responsive, and the opportunity to create a career that has no limits, only amazing potential.

We are one team on one mission. We take care of our advisors, so they can take care of their clients.

Because our company is not too big and not too small, you can seize the opportunity to make a real impact. We are committed to supporting workplace equality, and we embrace the different perspectives and backgrounds of our employees.We also care for our communities, and we encourage our employees to do the same. This creates an environment in which you can do your best work.

Want to hear from our employees on what it’s like to work at LPL?  Watch this!

We take social responsibility seriously. Learn more here

Want to see info on our benefits?  Learn more here

Join the LPL team and help us make a difference by turning life’s aspirations into financial realities. Please log in or create an account to apply to this position. Principals only. EOE.

Information on Interviews:

LPL will only communicate with a job applicant directly from an @lpl.com email address and will never conduct an interview online or in a chatroom forum.  During an interview, LPL will not request any form of payment from the applicant, or information regarding an applicant’s bank or credit card.  Should you have any questions regarding the application process, please contact LPL’s Human Resources Solutions Center at (800) 877-7210.

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