IT Service Desk Analyst II

Information Technology Opportunity in Financial Services

IT Service Desk Analyst II


20 E. Thomas Road, Phoenix, AZ  85012

Preferred Location(s): Phoenix, AZ         

Osaic has returned to a hybrid work schedule, so we are seeking candidates willing to work a split schedule between home and the office.  Consideration will also be given to applicants seeking 100% remote work from home. 

Role Type:          Full time


Imagine yourself working for a billion-dollar startup company with a strong revenue flow and a client base that goes back 60+ years.  Our employees are the “how” and the “why” of Osaic’s success. Osaic is seeking an organized, detailed and energetic Analyst to join our Technology team.

We are seeking a detail-oriented Analyst to join and serve as a team member providing a single point of contact support for technology services within Advisor Group for staff, vendors, and guests, both onsite and remote. Support for computer hardware, standard and proprietary software applications, and other technology services. Successful candidates will have outstanding communication and technical skills and can effectively demonstrate fluidity in a fast-paced collaborative, dynamic environment. Candidates will need to be a fast learner, organized, and effective at multitasking and managing time.


  • Fields incoming requests to the Service Desk via both telephone, web, and other channels to ensure courteous, timely, and effective resolution to end-user technology issues

  • Provides timely First Contact Resolution whenever possible

  • Manages the Incident Management process throughout its lifecycle

  • Assists team with real-time consultation and mentoring to resolve challenges with appropriate guidance

  • Takes ownership and responsibility of new and escalated issues to a successful resolution

  • Coordinates bridge calls to drive timely resolution to high priority “Major” incidents

  • Identifies trends by monitoring and analyzing incidents and related data to initiate and track inputs to the problem management process

  • Escalates issues when necessary and involves experts wherever required to resolve problems as quickly as possible

  • The duties require that the Senior Service Desk Analyst receive and log work requests using an approved tracking system according to documented and trained standards

  • Demonstrates a sound understanding of ITSM operations and systems, as well as business-related processes and procedures

  • Continuously develops technical knowledge and understanding of all systems within the company portfolio

  • All other duties as assigned.

Education Requirements:

  • Bachelor’s Degree in information Computer Science, Information Technology or related field is preferred; H.S. Diploma or GED certificate + Significant Practical Experience will be considered.

Basic Requirements:

  • 5+ years’ experience in Information Technology

  • 2+ years’ experience in an advanced or senior role in a consultative technical and product support environment

  • 3+ years of experience in an IT Service Desk

  • Working knowledge of essential contact center tools and operations, including ACD/telephones, IP Telephony software applications and processes, ticketing systems, and integrated tools such as knowledge management and reporting systems

  • Familiarity with the fundamental principles of ITIL and SLAs

  • Technology Experience that will translate well into this role include: Troubleshooting Windows 10 OS, Dell Laptops with docking station and dual monitor configurations connected via LAN and Remote VPN (Cisco AnyConnect Client) networks. Apple IOS Devices; VMWare Virtual Desktops using Horizon Client software, supported and managed from the Horizon Administrator console. Standard software including Microsoft Edge web browser, SharePoint, Zoom, Teams, Office, Outlook Email, OneDrive and OneNote, Adobe Acrobat, Google Chrome and many others. Specialized financial operations software experience to support hundreds of Proprietary and SaaS web-hosted including NetX360, Wealthscape, Wealth Management Platform, etc. Many are MFA and SSO integrated applications. Softphone applications such as Cisco Webex and Genesys Cloud Contact Center and phones.

  • Tools used include ITSM platforms such as Cherwell Service Management, ServiceNow, Remedy, etc. MS Azure Portal, Exchange, Intune, MFA and Active Directory Administration in multiple domains.

  • Knowledge Management Systems (KCS Certified preferred), either integrated or standalone/web-hosted as part of the standard workflow.

  • Exceptional interpersonal and multitasking skills, with a focus on listening, questioning, analyzing, and documenting

  • Knowledge and experience with restoring service to any client laptop or mobile device that has authorized access to the network

  • Prioritizing and scheduling tasks

  • Performing post-resolution follow-ups and quality reviews

  • Reinforcing SLAs to manage end-user expectations

  • All other duties as assigned.

Preferred Requirements:

  • 7+ years experience in Information Technology

  • 3+ years experience in an advanced or senior role in a consultative technical and product support environment

  • 5+ years of experience in an IT Service Desk

  • Completion of an IT certification program

  • Advanced knowledge of the fundamental principles of ITIL

  • Advanced knowledge of Contact Center Operations, ticketing systems, and Active Directory provisioning

  • Prior experience in the financial services industry

  • Knowledge of Command line and other Diagnostic and monitoring tools are a plus.

Equal Opportunity Employer

Osaic is an equal opportunity employer. We celebrate diversity in our workplace and we hire the most qualified candidates without regard for age, ethnicity, gender, gender identity or expression, language differences, nationality or national origin, family or marital status, physical, mental, and developmental abilities (or the perception of a disability), genetic information, race, religion or belief, sexual orientation, skin color, social or economic class, education, work and behavioral styles, political affiliation, military service, caste, or any other characteristic protected by law.


Applicants for employment in the US must have valid work authorization that does not now and/or will not in the future require sponsorship of a visa for employment authorization in the US by Osaic.

Unqualified Applications

Osaic does not consider applications from candidates who do not meet the minimum qualifications stated in the job posting.

Recruiting Agencies

Osaic only accepts candidates from contracted recruiting firms and only for searches approved prior to submissions. Fees will not be paid for unsolicited submissions.