IT Service Support Analyst

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.
  
  

What You Are Good At

What you’re good at:

• Excellent customer service skills
• Empathizing with the customer
• Understanding and Practicing Emotional Intelligence (EQ)
• Great oral and written communication skills
• Having a friendly presence and helpful attitude; strong interpersonal skills and ability to work well with others
• Demonstrating professional etiquette in the use of phones and chat
• Communicating complex technical issues in an easy-to-understand manner to customers with minimal technical knowledge
• Meeting or exceeding defined objectives and metrics (e.g.: talk time, wrap time, first contact resolution, chats per hour, quality assurance evaluations)
• Multi-tasking and using organizational tools effectively in a constantly changing environment
• Executing the defined Service Desk processes with a strong attention to detail
• Receiving constructive feedback and demonstrating improvement
• Being disciplined in adhering to schedules (sign-on, sign-off, break times, etc.)
• Asking direct, relevant, and probing questions
• Providing concise information and settings expectations
  
  

Responsibilities

• Diagnose and troubleshoot end user desktop application issues and provide appropriate solution
• Ensure customer satisfaction through timely resolution of problems or escalation to a 2nd level team
• Provide incident status updates to management and end-users per service level guidelines
• Support and maintain effective relationships with users
• Provide support for end user computing devices (PCs, laptops, printers, cell phones, and tablets)
• Support end users in their use of applications such as Microsoft Office, CRM, VPN, Citrix, and MDM (mobile device management)
• Perform account management and maintenance for various applications and systems (e.g., create or modify user accounts and permissions, perform password resets).
• Communicate with customers at all levels of technical and non-technical skills sets
• Follow all standard operating procedures (SOP) through the effective use of Knowledge management.
  
  

What you have

• Required Experience:
• 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
• Bachelor’s or Associates degree in Information Technology or a related field is a plus
• CompTIA, ITIL, KCS, CSI and Microsoft certifications are a plus
  

In addition to the salary range, this role is also eligible for bonus or incentive opportunities

What’s in it for you

At Schwab, we’re committed to empowering our employees’ personal and professional success. Our purpose-driven, supportive culture, and focus on your development means you’ll get the tools you need to make a positive difference in the finance industry. Our Hybrid Work and Flexibility approach balances our ongoing commitment to workplace flexibility, serving our clients, and our strong belief in the value of being together in person on a regular basis.

We offer a competitive benefits package that takes care of the whole you – both today and in the future:

• 401(k) with company match and Employee stock purchase plan
• Paid time for vacation, volunteering, and 28-day sabbatical after every 5 years of service for eligible positions
• Paid parental leave and family building benefits
• Tuition reimbursement
• Health, dental, and vision insurance