IT Service Support Analyst - Hybrid
Company: Charles Schwab
Location: Austin
Posted on: May 2, 2025
Job Description:
Position Type: RegularYour opportunityThe 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 atWhat
you're good at:
Excellent customer service
skillsEmpathizing with the customerUnderstanding and Practicing
Emotional Intelligence (EQ)Great oral and written communication
skillsHaving a friendly presence and helpful attitude; strong
interpersonal skills and ability to work well with
othersDemonstrating professional etiquette in the use of phones and
chatCommunicating complex technical issues in an easy-to-understand
manner to customers with minimal technical knowledgeMeeting 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 environmentExecuting the
defined Service Desk processes with a strong attention to
detailReceiving constructive feedback and demonstrating
improvementBeing disciplined in adhering to schedules (sign-on,
sign-off, break times, etc.)Asking direct, relevant, and probing
questionsProviding concise information and settings
expectationsResponsibilities:
Diagnose and troubleshoot end user
desktop application issues and provide appropriate solutionEnsure
customer satisfaction through timely resolution of problems or
escalation to a 2nd level teamProvide incident status updates to
management and end-users per service level guidelinesSupport and
maintain effective relationships with usersProvide 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 setsFollow all
standard operating procedures (SOP) through the effective use of
Knowledge management.What you haveRequired Experience:
3 - 5 years of experience working in
a service desk or customer service environment3 - 5 years of
technical support experience3 - 5 years of phone and/or chat
support experienceExperience 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 iPadOSBachelor's or Associates
degree in Information Technology or a related field is a
plusCompTIA, ITIL, KCS, CSI and Microsoft certifications are a
plusIn addition to the salary range, this role is also eligible for
bonus or incentive opportunities
What's in it for youAt 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 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 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
Keywords: Charles Schwab, New Braunfels , IT Service Support Analyst - Hybrid, Professions , Austin, Texas
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