Service and Support
About The Position
The IT Service Support Analyst provides level-one phone and chat support through Schwab’s National Service Desk, helping restore service, resolve technology issues, and connect employees with specialized teams when needed. The role involves troubleshooting end-user devices and applications, managing incidents and service requests, and communicating clear status updates. The analyst collaborates with users and technical teams, follows established procedures and knowledge resources, and adapts to changing priorities in a service-focused environment. The position begins onsite for the first 90 days. In addition to the salary range, the role is eligible for bonus or incentive opportunities.
Requirements
- At least 3 years of experience in a service desk or customer service environment.
- At least 3 years of technical support experience.
- At least 3 years of phone and/or live chat support experience.
- Experience troubleshooting end-user devices, desktop applications, operating systems, and connectivity issues.
- Experience managing incidents and service requests, documenting activity, and escalating unresolved issues.
- Experience communicating technical information clearly to users with varying levels of technical knowledge.
- Ability to apply structured problem-solving, sound decision-making, and attention to detail.
- Ability to collaborate effectively, adapt to changing priorities, and follow established processes.
Nice To Haves
- Experience with IT service management platforms such as SmartIT, Remedy, ServiceNow, or Cherwell.
- Experience with remote support and account administration tools such as SCCM, Software Center, Client Center Configuration Manager, or ADUC.
- Working knowledge of Windows, macOS, iOS, iPadOS, systems administration, and networking.
- Experience supporting Microsoft Office, CRM, VPN, Citrix, mobile device management, and end-user computing devices.
- Associate or bachelor’s degree in Information Technology or a related field.
- CompTIA, ITIL, KCS, CSI, or Microsoft certification.
- Knowledge of performance metrics, service-level expectations, quality standards, and first-contact resolution practices.
- Ability to learn from feedback and continuously improve technical and customer-support capabilities.
Responsibilities
- Provide level-one support by phone and chat.
- Troubleshoot end-user devices, desktop applications, operating systems, and connectivity issues.
- Manage incidents and service requests, document activity, and escalate unresolved issues.
- Communicate technical information and status updates clearly to users with varying levels of technical knowledge.
- Apply established procedures and knowledge resources to resolve issues.
- Collaborate with users and technical teams while adapting to changing priorities.
Benefits
- Bonus or incentive opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
