LPL Home Office Technologies is responsible for the support, engineering, and strategy for the enterprise desktop applications that our internal employees use to better serve our Advisors and Investors. Simply put, our goal is to provide a modern computing environment that is reliable, simple to use, and flexible to individual work styles.
We are seeking a qualified professional Senior Analyst, Executive Care to provide highly personalized and responsive technology support to our onsite LPL leadership Team. This role will be expected to deliver exceptional and expedient service coupled with a great attitude, and precision support to our Executives, while being part of a team that strives to continually raise the bar on Executive Care’s IT experience.

Responsibilities:

• Provide Exceptional Customer Support to Executive Staff Members to inspire confidence, care, and extreme delight.
• Act as the representative to IT for the Executives, involving others as needed to resolve issues or fulfill requests, and fully owning Executive issues end to end.
• Identify simplification and automation opportunities to make the service efficient and delightful for our Executives.
• Provide proactive professional service at all times with Executive facing clients.
• Partner with team to deliver on Executive Care’s strategic plan to ensure that our Executives’ technology is always available and functioning properly.
• Coordinate and deliver a weekly summary technology health report for each of the Executives.
• Must have a strong understanding of the technology the Executives are using, how they are using it and what technology challenges they encounter in their day to day activities.
• Support of MacOS, Windows 10, Microsoft Office, Telecommunications, VPN, and other baseline corporate applications.
• Focus on expert support of tools such as laptop, desktop, iPad, iPhone, remote access, home offices etc.
• Works with Senior Executives, Executive Assistants and Desktop Support to develop a support plan for individual executive technology needs, including travel and other offsite engagements.
• Maintain inventory of live replacement devices for the Executives to provide for immediate swap capability.
• Responds quickly to technology outages affecting the Executives and their Assistants to restore service as quickly as possible, on a 24/7 basis as needed. Works in partnership with the Desktop Support area, understands and follows the established technology standards and support processes as appropriate.
• Provides feedback based on Executive input and usage; develops ideas for new and improved solutions based on needs. In conjunction with Desktop Support, establishes and monitors metrics on service delivery and customer satisfaction.
• Participates in special projects and performs other duties as required.

Required Qualifications:

• Minimum 7 years of end-user support experience, troubleshooting hardware and software problems required.
• Minimum 3 years’ experience in providing desktop support services to senior executives.
• Expert experience with the current Windows OS is required.
• Expert-level experience with supporting end-user hardware, software, and technologies.
• Ability to travel to support Executive needs.

Technical Competencies

• Advanced experience with Apple devices (including MacOS/iPhone/iPad/iOS) and hardware required.
• Advanced experience with the Microsoft Office Suite (2010 and 2016) as well as Microsoft Exchange and Outlook required

Core Competencies

• Demonstrated Excellent Customer Service experience
• Exceptional communications skills to provide a professional representation of Home Office Technologies to our Executive community
• Bachelor’s degree in a related technical area or equivalent technical training/experience required

• Provide Exceptional Customer Support to Executive Staff Members to inspire confidence, care, and extreme delight.
• Act as the representative to IT for the Executives, involving others as needed to resolve issues or fulfill requests, and fully owning Executive issues end to end.
• Identify simplification and automation opportunities to make the service efficient and delightful for our Executives.
• Provide proactive professional service at all times with Executive facing clients.
• Partner with team to deliver on Executive Care’s strategic plan to ensure that our Executives’ technology is always available and functioning properly.
• Coordinate and deliver a weekly summary technology health report for each of the Executives.
• Must have a strong understanding of the technology the Executives are using, how they are using it and what technology challenges they encounter in their day to day activities.
• Support of MacOS, Windows 10, Microsoft Office, Telecommunications, VPN, and other baseline corporate applications.
• Focus on expert support of tools such as laptop, desktop, iPad, iPhone, remote access, home offices etc.
• Works with Senior Executives, Executive Assistants and Desktop Support to develop a support plan for individual executive technology needs, including travel and other offsite engagements.
• Maintain inventory of live replacement devices for the Executives to provide for immediate swap capability.
• Responds quickly to technology outages affecting the Executives and their Assistants to restore service as quickly as possible, on a 24/7 basis as needed. Works in partnership with the Desktop Support area, understands and follows the established technology standards and support processes as appropriate.
• Provides feedback based on Executive input and usage; develops ideas for new and improved solutions based on needs. In conjunction with Desktop Support, establishes and monitors metrics on service delivery and customer satisfaction.
• Participates in special projects and performs other duties as required