IT - Service Support Analyst
About The Position
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.
Requirements
- 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
Nice To Haves
- 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 racking experience
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.
Benefits
- In addition to base salary, this role is eligible for bonus or incentive opportunities.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
