Tech Support Analyst II – IT Support for Employees

About the role

The Tech Support Analyst II provides day‑to‑day IT support to LPL Financial employees, resolving technical issues across multiple channels and contributing to internal technology rollouts, onboarding, and knowledge‑base development.

Key responsibilities

• Receive, log, track and manage support requests via phone, chat, reservations and incident‑management tools.
• Troubleshoot and resolve issues with line‑of‑business applications, Microsoft Office, Office 365, VPN, mobile devices, laptops, desktops and printers.
• Provide status updates, resolution progress and escalation information to users.
• Follow established service‑management processes and service‑level expectations.
• Create and maintain knowledge‑base documentation for self‑service and automation.
• Participate in technology deployments, adoption initiatives and new‑hire onboarding.
• Identify opportunities to improve support processes and reduce ticket volume.

Required profile

• 2+ years of technical support or related experience.
• Associate degree, certificate or boot‑camp completion in Computer Science or a related field.
• Experience supporting Microsoft Active Directory, Microsoft Office, Office 365, corporate network environments and mobile device technologies.
• Working knowledge of Windows operating systems, PC hardware, networking principles and mobile technologies.

Required skills

• Microsoft Active Directory
• Microsoft Office and Office 365
• Windows operating system
• PC hardware troubleshooting
• Networking principles and corporate network environments
• Mobile device technologies
• VPN connectivity
• Printer, desktop and laptop support