IT User Support Specialist II
About The Position
CTO-WXPS-Tech Support Services is seeking an IT User Support Specialist to join the Laptop Refresh team. This position will provide TIAA staff with new laptops replacing end of life laptops using technical, analytical, and customer experience talent. In this key role on the team, you will be directly responsible for inventory management, scheduling, device imaging, shipping, deployment, and customer care. Delivering over 5000 new laptops to smiling productive staff. The IT User Support Specialist will work closely with Desktop, Service Desk, and Engineering services. The role requires demonstrated experience working with IT, Leaders, and Business partners across the organization as a subject matter expert that can adapt to a fast-changing environment.
Requirements
- Functional knowledge and experience with: Windows, VDI, MAC, and multiple hardware device profiles
- Inventory management, Support ticketing, Shipping processes
- Endpoint tools, Service Now, CMDB, USMT (User State Migration Tool), SCCM (Microsoft System Center Configuration Manager)
- 3 years of experience in a customer service or support role
- 2 years of experience in information technology
Nice To Haves
- Vocational and/or Technical Education
- 5+ Years Preferred Work Experience
- Degree or certification in Information Technology
- Related Skills Adaptability, Business Process Improvement, Cloud Platforms, Collaboration, Communication, Continuous Improvement Mindset, Digital Savviness, Executive Presence, Innovation, Organizational Savviness, Problem Solving, Relationship Management, Service Delivery, System Administration, Technical Support, Technology Solutions, Technology Systems
Responsibilities
- Independently manage multiple daily work priorities around scheduled appointments
- Adheres to Desktop and End User Computing processes, procedures, policies, and job aids
- Provides customer training and knowledge documentation.
- Deploys new hardware to end-users including backup and transfer of end-user data and files from old PC to new PC
- Provides a high level customer experience at all levels of the organization, while meeting weekly build and deployment targets in dynamic, complex environment
- Demonstrated ability to write, speak, and document in a neutral and detailed professional manner
- Demonstrated ability to be accountable and adhere to all work requirements, processes, and procedures
- Build, image and deploy hardware, install Microsoft 365 and peripheral applications
- Remote access and security management tools
Benefits
- superior retirement program
- highly competitive health, wellness and work life offerings
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
