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# Technical User Support Analyst I

- **Company:** Tiaa-Cref Individual & Institutional Services, LLC
- **Location:** Charlotte, NC, United States
- **Experience:** Expert
- **Salary:** $53,498.0 - $73,902.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Apple Mac Systems, Cloud Computing, Desktop Computing, Desktop Virtualization, Virtual Private Networks (VPN), Microsoft Office, System Center Configuration Manager, Citrix Systems, Virtualization Technology, Wi-Fi Technology, Diagnostic Tools, Mobile Os, Tablet Computers, Software Troubleshooting, Computer Equipment, Laptops, Vmware
- **Published:** July 2, 2026
- **Apply:** https://tiaa.wd1.myworkdayjobs.com/Search/job/Charlotte-NC-USA/Technical-User-Support-Analyst-I_R260600478-1

## About the Role

* University (Degree) Preferred, * +2 years of Technical Support experience
 * Strong written and verbal communications skills, and possess the ability to interface with end-users effectively at all levels of the organization
 * Level 1 & Level 2 Desktop Support
 * Hardware - Desktop & Laptop troubleshooting
 * Excellent software troubleshooting skills

Preferred Skills

 * ITSM Ticketing Tools
 * OS - Windows, MAC, and Mobile OS
 * SCCM/MECM
 * Virtualization (Citrix, VMWare)
 * Microsoft 365 administration
 * Mobile Device Management
 * VPN, RSAT, Diagnostic Tools
 * Apple hardware and software troubleshooting

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

## Description

The Senior IT User Support Specialist provides day-to-day technical support to employees for a range of hardware and software related systems. Working under direct supervision, this job responds to problems through discussion with users, which includes trouble shooting, fault rectification and problem escalation., * Provides a high level of customer service while working in a dynamic complex environment under limited supervision and direction.

 * Provides end user training and knowledge documentation.
 * Deploys, procures, and collects desktop equipment from end users.
 * Provides second level end-user personal computer (PC) support for staffed locations and remote offices and high level on-site call center support.
 * Performs configuration/installation and troubleshooting of PC hardware including laptops, Virtual Desktop Infrastructure (VDI), desktops, tablets/iPads, printers, messaging and mobile devices, and Mobile Wi-Fi (MIFI).
 * Installs, configures, and troubleshoots Windows operating systems, MacOS, Microsoft Office Suite other applications.
 * Provides incident & problem summaries, status reports, and project status as required.
 * Complies with and supports Information Technology Infrastructure Library (ITIL) change-incident-problem-asset management processes and work instructions.
 * Coordinates with 2nd and 3rd tier teams to ensure timely resolution of complex end user technology issues and incidents to ensure meeting agreed upon service levels.
 * Maintains highly accurate inventory records.


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