IS Analyst - Front Office Desktop
Company: Franklin Templeton
Location: San Mateo
Posted on: April 23, 2024
Job Description:
At Franklin Templeton, we're driving our industry forward by
developing new and innovative ways to help our clients achieve
their investment goals. Our dynamic and diversified firm spans
asset management, wealth management, and fintech, offering many
ways to help investors make progress toward their goals. Our
talented teams working around the globe bring expertise that's both
broad and unique. From our welcoming, inclusive, and flexible
culture to our global and diverse business, we offer opportunities
not only to help you reach your potential but also to contribute to
our clients' achievements.Come join us in delivering better
outcomes for our clients around the world!This position requires 5
days per week onsite/in office and occasional after-hours support
for moves and changes.What is the Front Office Desktop Support team
responsible for?The Front Office Desktop Support team provides
technology and functional support to internal clients for issues
including hardware, operating systems, desktop/web applications,
mobility, conferencing, and printing. Our goal is to increase
users' ability to self-service, automate contacts, enhance users'
experience, and support users in adopting new technologies. We are
the primary customer interface with technology and are responsible
for supporting all customer-facing technologies.What is the IS
Analyst - Technical Support responsible for?Provide desktop support
for Franklin Templeton employees, including addressing their
technical issues, requests, and support of the IT Infrastructure.
Our primary goal is to provide quick and efficient resolutions
while minimizing disruption to our customers.What are the ongoing
responsibilities of the IS Analyst?
- Provide on-site technical support and customer service as well
as remote user support; available to provide support outside
business hours; may include occasional travel to other offices
- Build customer relationships with the senior level employees
and administrative support staff in the office and while traveling
to (our) other offices in the region
- Accountability for addressing technical issues in a timely
manner and providing concise and timely updates
- Address issues that arise within the local office and handle
tickets for local and remote users routed from the service
desk
- Coordinate, setup, and support technologies used in Conference
Rooms
- Provide Audio Visual Support for internal meetings
- Provide support for trading and investment management
technologies
- Support and maintain effective relationships with users in
their assigned areas, especially regarding operating systems,
applications, mobile devices, new technologies and communications
infrastructure
- Actively participate in team meetings
- Order and maintain inventory of IT assets
- Handle project work related to acquisitions and integration of
companies
- Coordinate and support office moves and user restacks
- Function as an active advocate for the customer within IT and
with outside technical groups
- Escalate issues to the appropriate teams and drive to
closure
- Manage the ticketing queues to ensure issues are prioritized
and actioned
- Follow company guidelines, processes, and standards
- Assist in creation of technical documentation and manuals
regarding standard operating procedures and customer service
guidelines relating to remote and localized IT support
- Working knowledge of office automation products and computer
peripherals, like printers and scanners
- Perform remote troubleshooting and provide clear
instructions
- Set up, maintain, and troubleshoot Microsoft Windows (Win 10
AND Office 2016) desktop, laptop, and notebook computers
- Basic Knowledge of ADS, DNS, DHCP configuration
- Handle asset and vendor management
- Basic LAN (Network) troubleshooting knowledge
- Outlook, MS Teams, and OneDrive configuration in end client
- Identify and escalate situations requiring urgent attention;
redirecting problems to appropriate resourcesWhat ideal
qualifications, skills & experience would help someone to be
successful?MinimumQualifications:
- Bachelor's or higher degree in computer science or related
field
- Minimum of 4 years in a similar, fast-paced and dynamic
environment in a desktop support role
- Excellent skills and abilities in organization, planning,
multi-tasking, and flexibility
- Excellent communication and interpersonal skills
- Strong problem-solving and critical thinking skills
- Ability to actively participate as part of a team as well as
work independently
- Strong service delivery and customer management skills for
local and remote users
- Proficient in supporting Windows 10, Windows 11, Office 365,
iOS, and Mobile Technologies
- Reliable transportation - mileage will be reimbursed when
travelling to a non-primary office is requiredPreferred
Qualifications:
- Experience supporting multiple facets of the business in a
corporate environment strongly preferred
- Experience using ServiceNow ticketing systemFranklin Templeton
offers employees a competitive and valuable range of total
rewards-monetary and non-monetary-designed to support the whole
person and to recognize their time, talents, and results. Along
with base compensation, other compensation is offered such as a
discretionary bonus, 401k plan, health insurance, and other perks.
There are several factors taken into consideration in making
compensation decisions including but not limited to location,
job-related knowledge, skills, and experience. At Franklin
Templeton, we apply a total reward philosophy where all aspects of
compensation and benefits are taken into consideration in
determining compensation. We expect the salary for this position to
range between $68,000 and
$88,000.#MID_SENIOR_LEVEL#LI-OnsiteExperience our welcoming culture
and reach your professional and personal potential!Our culture is
shaped by our diverse global workforce and strongly held core
values. Regardless of your interests, lifestyle, or background,
there's a place for you at Franklin Templeton. We provide employees
with the tools, resources, and learning opportunities to help them
excel in their career and personal life.By joining us, you will
become part of a culture that focuses on employee well-being and
provides multidimensional support for a positive and healthy
lifestyle. We understand that benefits are at the core of employee
well-being and may vary depending on individual needs. Whether you
need support for maintaining your physical and mental health,
saving for life's adventures, taking care of your family members,
or making a positive impact in your community, we aim to have your
needs covered. Learn more about the wide range of benefits we offer
at Franklin Templeton.Highlights of our benefits include:
- Three weeks paid time off the first year
- Medical, dental and vision insurance
- 401(k) Retirement Plan with 85% company match on your pre-tax
and/or Roth contributions, up to the IRS limits
- Employee Stock Investment Program
- Tuition Assistance Program
- Purchase of company funds with no sales charge
- Onsite fitness center and recreation center*
- Onsite cafeteria**Only applicable at certain locationsFranklin
Templeton is an Equal Opportunity Employer. We are committed to
providing equal employment opportunities to all applicants and
existing employees, and we evaluate qualified applicants without
regard to ancestry, age, color, disability, genetic information,
gender, gender identity, or gender expression, marital status,
medical condition, military or veteran status, national origin,
race, religion, sex, sexual orientation, and any other basis
protected by federal, state, or local law, ordinance, or
regulation.Franklin Templeton is committed to fostering a diverse
and inclusive environment. If you believe that you need an
accommodation to search for or apply for one of our positions,
please send an email to . In your email, please include the
accommodation you are requesting, the job title, and the job number
you are applying for. It may take up to three business days to
receive a response to your request. Please note that only
accommodation requests will receive a response.
Keywords: Franklin Templeton, South San Francisco , IS Analyst - Front Office Desktop, Administration, Clerical , San Mateo, California
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