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IT Service Support Analyst

Austin, TX, US • Posted 30+ days ago • Updated 6 hours ago

Full Time

On-site

USD $26.92 - 38.56 per hour

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Job Details

Skills

Cloud Computing
Customer Experience
IO
Reporting
Recovery
Communication
Quality Assurance
Multitasking
Attention To Detail
Customer Satisfaction
Management
Service Level
End-user Computing
Laptop
Printers
Tablet
Microsoft Office
Customer Relationship Management (CRM)
Virtual Private Network
Citrix
Master Data Management
Mobile Device Management
Account Management
Standard Operating Procedure
SOP
Knowledge Management
Service Desk
Customer Service
IT Service Management
BMC Remedy
ServiceNow
Remote Support
Microsoft SCCM
Configuration Management
Technical Support
System Administration
Computer Networking
Microsoft Windows
OS X
IOS Development
Information Technology
CompTIA
ITIL
KCS
Microsoft

Cloud Computing
Customer Experience
IO
Reporting
Recovery
Communication
Quality Assurance
Multitasking
Attention To Detail
Customer Satisfaction
Management
Service Level
End-user Computing
Laptop
Printers
Tablet
Microsoft Office
Customer Relationship Management (CRM)
Virtual Private Network
Citrix
Master Data Management
Mobile Device Management
Account Management
Standard Operating Procedure
SOP
Knowledge Management
Service Desk
Customer Service
IT Service Management
BMC Remedy
ServiceNow
Remote Support
Microsoft SCCM
Configuration Management
Technical Support
System Administration
Computer Networking
Microsoft Windows
OS X
IOS Development
Information Technology
CompTIA
ITIL
KCS
Microsoft

Summary

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

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: 90989465
Position Id: 322b8130d0b3b314b20847c63618d725
Posted 30+ days ago

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