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Technical Help Desk Analyst | Technology

 Would you like to have an impact on the future growth and profitability of a competitively strong financial services firm? At American Portfolios, we operate in a team-based environment, made up of a diverse group of associates who are passionate, innovative and focused. We’re proud of our history, stability and proven track record of success. American Portfolios has numerous recognitions by a number of industry publications and organizations. Such acknowledgment includes: multiple Broker-Dealer of the Year* (Division III) wins by Investment Advisor magazine; multiple finalist and award wins by Industry Award in multiple categories**; Corporate Citizen of the Year by Long Island Business News; multiple top placements as one of the Best Companies to Work for in the state of New York by the New York State Society for Human Resources Management (NYS-SHRM) and the Best Companies Group (BCG); and one of the Top Long Island Workplaces by Newsday.

Sound like a company you’d like to join? American Portfolios (AP) has an immediate need for a technical help desk analyst to provide assistance and support for the firm’s systems and software via phone, web, email, Teams and other channels as needed. Excellence in customer service is a must.

On site position – Monday thru Friday workweek


  • Answer questions from advisors and assistants by various means as it relates to technical requirements
  • Respond to calls promptly from advisor inquiries and follow up on customer interactions
  • Provide on-site support to users and advisors 
  • Configure, deploy, and maintain computers, printers, monitors, and accessories 
  • Direct requests and unresolved issues to the designated resource through AP Support ticketing system
  • Keep records of customer interactions and transactions through AP Support ticketing system, recording details of inquiries, comments, and complaints, as well as actions executed
  • Communicate, partner and coordinate with internal departments for issue resolution
  • Create and maintain knowledge base documentation for systems under responsibility
  • Complete any Pershing Client Gateway Requests
  • Create Pershing NetX 360 logins for new associates and money managers when necessary
  • Update the entitlements for NetX user ID’s and delete the access for exiting associates
  • Setup Microsoft Outlook mobile app for American Portfolios email
  • Add/remove and support users in Ring Central phone system 
  • Assist with special projects related to the department

Job Requirements

  • Strong computer skills to research, diagnose, troubleshoot, and identify solutions to customer issues
  • Knowledge of technical support systems
  • Aptitude for problem-solving, with judgment to know when to escalate issues
  • Excellent communication skills
  • Ability to create a strong working relationship with advisors/assistants
  • Commitment, focus, and follow-through needed to see problems through to resolution
  • Work independently to make decisions regarding resolution of issues
  • Ability to work independently, as well as part of a team
  • Ability to multi-task and adapt to changes quickly


Education and Experience

  • Bachelor’s degree 
  • Three to five years’ financial industry and/or technical help desk experience 
  • Experience with Microsoft Office Suite of products
  • Professional IT Certifications such as A+, Server+, Network + and MCP a plus, but not required
  • Proficiency in web-based wealth reporting platforms a plus
  • Experience with Salesforce CRM a plus, but not required


Limitations and Disclaimer

The above job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties and skills required for the position. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. All job requirements are subject to possible modification to reasonably accommodate individuals with disabilities. American Portfolios provides Equal Employment Opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. To perform this job successfully, the employee must possess the abilities or aptitudes to perform each duty proficiently. Continued employment remains on an “at will” basis.

* Based on a poll of registered representatives conducted by Investment Advisor magazine. Broker/dealers rated highest by their representatives are awarded “Broker/Dealer (B/D) of the Year.”

** Industry Award finalists are selected by a panel of independent judges made up of subject matter experts in the industry. Award is based on support provided to AP’s affiliated people, and does not reflect public customers nor their account performance.