**Job Description** _This position follows our resident work model and is expected to be in a Raymond James office location a minimum of 80% of the time, with certain roles requiring 100% in-office time._ **Job Summary:** This is a support role where the associate will need experience primarily with turrets, hoot, and Zoom to support our 320 Park Ave trading floor. The associate will typically work out of a queue, working Incidents and Requests from 320 Park Ave, and various Home Office and branch environments. Analysts have extensive interaction with other departments in Technology, vendors, and branches/business units within the firm. Primary duties include break/fix of telephony systems, Zoom Rooms, and related equipment, move/add/change/reprogramming of phones, and support and user administration for Zoom, contact center and phone recording systems. Other duties include monitoring and responding to automated alerts and working Change Requests as needed. The associate must use their own judgment in many skills to take the best line of action when resolving an issue based on the user's needs. **Responsibilities:** + Performs break/fix and move/add/change work related to voice and video conferencing issues in the firm while following established guidelines but must also be able to use judgment and skills to take the best line of action. + Consults with users to determine needs, make recommendations, and build solutions. + Analyzes problems with voice and video conferencing services and systems to recommend and implement solutions. + Tests solutions to ensure they meet firm standards and user requirements. + Documents all new and modified processes, procedures, and solutions for support teams. + Creates technical documentation and maintains currency and accuracy. + Monitors and responds to automated alerts, incident and request tickets, and changes related to branch or home office voice and video conferencing systems. + Provides support and user administration for voice and video conferencing systems. + Provides maintenance and troubleshooting support, including patches, upgrades, and hardware. + Provides support and training to users in the firm on the use of voice and video conferencing equipment and services. + Leads vendor dispatch to remote locations for testing, repair, and troubleshooting equipment, circuits, and services. + Contributes to automation and process improvement efforts for voice and video conferencing technologies. + May lead small projects or support project work. + Monitor and identify software defects and suggest corrections for approval by more senior colleagues to maintain fully functioning applications software. + Provide initial fault isolation and propose resolution for approval by more senior colleagues to limit and address issues promptly. + Develop knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorization from a supervisor or manager for any exceptions from mandatory procedure. + Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media. + Performs other duties and responsibilities as assigned. **Skills:** + Softphone (Zoom Phone, Avaya Workplace). + Video conferencing (Zoom Meetings/Webinars, Zoom Rooms). + Call Center (Verizon Contact Center). + Call Recording (NICE). + Turrets (Speakerbus). + Hoot and Holler (Speakerbus). + Avaya Platform (System and Session Manager, Avaya Aura Messaging). + Oracle session border controllers (SBC). + Ticket systems (ServiceNow). + VoIP implementation and support, including IP Phone/trunks and IP networking. + SIP protocol. + Video transport protocols H.320 and H.323. + ISDN architecture and implementation. + Basic cabling infrastructure. + Troubleshooting. + Skill in application administration and support. + Experience in creating and maintaining technical documentation. + Experience contributing to process improvement efforts. + Works without supervision and provides technical guidance when required on developing appropriate plans or performing necessary actions based on recommendations and requirements. + Works without supervision and provides technical guidance when required on maintaining the security, integrity, compliance and continuity of IT systems and services. + Works with guidance (but not constant supervision) to monitor, diagnose and fix technological problems. + Works without supervision and provides technical guidance when required on creating relevant, lucid and effective reports. + Works at an intermediate level to employ customer-oriented behaviors that help engineers connect with their customers in productive and efficient ways, creating positive, defining moments. Typically works with guidance. + Works at an intermediate level to employ a systematic process for solving technical issues by identifying the problem and selecting an appropriate solution. Typically works with guidance. **Education** Bachelor’s: Computer and Information Science **Work Experience** General Experience - 13 months to 3 years **Certifications** **Salary Range** $70,000.00-$150000.00 **Travel** Less than 25% **Workstyle** Resident At Raymond James our associates use five guiding behaviors (Develop, Collaborate, Decide, Deliver, Improve) to deliver on the firm's core values of client-first, integrity, independence and a conservative, long-term view. We expect our associates at all levels to: • Grow professionally and inspire others to do the same • Work with and through others to achieve desired outcomes • Make prompt, pragmatic choices and act with the client in mind • Take ownership and hold themselves and others accountable for delivering results that matter • Contribute to the continuous evolution of the firm At Raymond James – as part of our people-first culture, we honor, value, and respect the uniqueness, experiences, and backgrounds of all of our Associates. When associates bring their best authentic selves, our organization, clients, and communities thrive. The Company is an equal opportunity employer and makes all employment decisions on the basis of merit and business needs. \#LI-EB1