IS Analyst-Desktop Support

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!

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 officesBuild customer relationships with the senior level employees and administrative support staff in the office and while traveling to (our) other offices in the regionAccountability for addressing technical issues in a timely manner and providing concise and timely updatesAddress issues that arise within the local office and handle tickets for local and remote users routed from the service deskCoordinate, setup, and support technologies used in Conference RoomsProvide Audio Visual Support for internal meetingsProvide support for trading and investment management technologiesSupport and maintain effective relationships with users in their assigned areas, especially regarding operating systems, applications, mobile devices, new technologies and communications infrastructureActively participate in team meetingsOrder and maintain inventory of IT assetsHandle project work related to acquisitions and integration of companiesCoordinate and support office moves and user restacksFunction as an active advocate for the customer within IT and with outside technical groupsEscalate issues to the appropriate teams and drive to closureManage the ticketing queues to ensure issues are prioritized and actionedFollow company guidelines, processes, and standardsAssist 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 scannersPerform remote troubleshooting and provide clear instructionsSet up, maintain, and troubleshoot Microsoft Windows (Win 10 AND Office 2016) desktop, laptop, and notebook computersBasic Knowledge of ADS, DNS, DHCP configurationHandle asset and vendor managementBasic LAN (Network) troubleshooting knowledgeOutlook, MS Teams, and OneDrive configuration in end clientIdentify and escalate situations requiring urgent attention; redirecting problems to appropriate resourcesAssist in creation of technical documentation and manuals regarding standard operating procedures and customer service guidelines relating to remote and localized IT support

What ideal qualifications, skills & experience would help someone to be successful?

Minimum Qualifications

Bachelor’s or higher degree in computer science or related fieldMinimum of 4 years in a similar, fast-paced and dynamic environment in a desktop support roleExcellent skills and abilities in organization, planning, multi-tasking, and flexibilityExcellent communication and interpersonal skillsStrong problem-solving and critical thinking skillsAbility to actively participate as part of a team as well as work independentlyStrong service delivery and customer management skills for local and remote usersProficient in supporting Windows 10, Windows 11, Office 365, iOS, and Mobile TechnologiesReliable transportation – mileage will be reimbursed when travelling to a non-primary office is required

Preferred Qualifications

Experience supporting multiple facets of the business in a corporate environment strongly preferredExperience using ServiceNow ticketing system

Franklin 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 $65,000 and $85,000.

#MID_SENIOR_LEVEL

Experience 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.

Hear more from our employees

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 yearMedical, dental and vision insurance401(k) Retirement Plan with 85% company match on your pre-tax and/or Roth contributions, up to the IRS limitsEmployee Stock Investment ProgramTuition Assistance ProgramPurchase of company funds with no sales chargeOnsite fitness center and recreation center*Onsite cafeteria*Only applicable at certain locations

Learn more about the wide range of benefits we offer at Franklin Templeton

Franklin 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 accommodations@franklintempleton.com. 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.