IT - Service Support Analyst

Your Opportunity

At Schwab, you’re empowered to make an impact on your career. Here, innovative thought meets creative problem solving, helping us “challenge the status quo” and transform the finance industry together. Schwab Technology Services enables the future of how clients manage their money by providing innovative and reliable technology products and services as a part of our ongoing commitment to democratize access to investing and financial planning.

 

The Onsite Support Group is responsible for providing onsite/deskside and remote 2nd level technical support and analysis on various aspects of end user systems support. Our mission is to provide high-quality service that boosts employee productivity and keeps customers satisfied. These systems and responsibilities include but are not limited to support of technology hardware (Desktops, Laptops, etc.), virtual desktops (VM/VDI), software, voice, print, mobile device and video conferencing. This individual will perform system administration and maintenance of end user systems utilizing standard industry tools, management consoles and administration portals.

 

Duties and Responsibilities:

• Provide prompt and effective support to Richfield Service Center.
• Ensure smooth daily operations and quick issue resolution.
• Maintain high service standards and meet business SLAs.
• Collaborate with the tech bar and support business teams.
• Hands-on troubleshooting and technical support.

In addition to base salary, this role is eligible for bonus or incentive opportunities.

What you have

Required Qualifications:

 

• Minimum 4 years of working in a service desk or desktop support environment or Bachelors Degree.
• 4+ years experience supporting users in their use of applications such as Microsoft O365, Windows OS and Apple OS.
• 4 + years experience with Asset Management, Request and Incident ticketing systems (CMDB, Remedy, JIRA, etc)
• Military education or experience may be considered in lieu of civilian requirements listed
• Solves a range of straightforward problems and provides technical support
• Typically receives general instructions on routine work, detailed instructions on new projects or assignments
• Communicates technical concepts directly with customers
• Participates as a member of a project team
• Collaborates with peers and more experienced colleagues
• Ability to manage\multitask high volume of tickets on a daily basis with minimal supervision while maintaining SLA’s
• Proficiency with technology, tools, and processes that support your work.
• Solid experience with hands-on technical support for end user computing devices

 

Preferred Qualifications:

• Diagnosing and troubleshooting routine to moderately complex technical issues
• Contributing to solutions for straightforward business problems
• Interacting with high-level individual contributors and managers
• Reporting design, reliability, and maintenance problems or bugs
• Providing incident status updates to management and end-users per service level guidelines
• Resolving complex problems escalated from NSD.
• Analyzing issues to diagnose, repair, maintain, and debug hardware and software, and evaluating alternative solutions before deciding on the path forward.
• Using best practices and business knowledge to enhance products or services.
• Making a positive impact on your team
• Receiving and following detailed instructions
• Schwab Remote Support Tools for Windows\Mac (SRST, JAMF, Bomgar)
• Following Reclaim Processes to improve efficiency
• Remedy Ticket Creation\tracking experience