IT Service Support

Charles Schwab•Austin, TX

4d•Hybrid

About The Position

Your Opportunity The Infrastructure, Operations & Cloud (IO&C) organization provides technology solutions and support for Schwab employees, as well as supporting the external Schwab client experience. The National Service Desk (NSD), as part of IO&C, provides front-line IT support services for the Schwab workforce to report technology issues, restore service, and raise up issues to second-level support that cannot be resolved at first contact. We are seeking an IT Service Support Analyst to provide level one support via phone and chat for the internal Schwab workforce. This includes managing incidents (service disruptions) and service requests (routine service-related tasks). Workplace Flexibility Program: We're proud to support our employees in a working approach that allows you to bring your best self to work - whether that's in the office or remote.” The NSD Service Support Analyst will start onsite for the first 90 days. A Workplace Flexibility Program will be reviewed and if offered to an employee, 1 day from home and 4 days from the office. Subject to change as Schwab is continually evaluating the current environment to best care for the safety and well-being of our employees.

Requirements

3 - 5 years of experience working in a service desk or customer service environment
3 - 5 years of technical support experience
3 - 5 years of phone and/or chat support experience
Experience using ITSM platforms (SmartIT / Remedy, ServiceNow, Cherwell) and remote support tools (SCCM, Software Center, Client Center Configuration Manager, ADUC)
Working knowledge of PC technical support, systems administration, networking, Windows, macOS, iOS, and iPadOS