IT - Service Support Analyst

The Onsite Support Group is responsible for providing onsite/deskside and remote 2nd level technical support and analysis on various aspects of end user systems support. Our mission is to provide high-quality service that boosts employee productivity and keeps customers satisfied. These systems and responsibilities include but are not limited to support of technology hardware (Desktops, Laptops, etc.), virtual desktops (VM/VDI), software, voice, print, mobile device and video conferencing. This individual will perform system administration and maintenance of end user systems utilizing standard industry tools, management consoles and administration portals., * Provide prompt and effective support to Richfield Service Center.

• Ensure smooth daily operations and quick issue resolution.
• Maintain high service standards and meet business SLAs.
• Collaborate with the tech bar and support business teams.
• Hands-on troubleshooting and technical support.

• Minimum 4 years of working in a service desk or desktop support environment or Bachelors Degree.
• 4+ years experience supporting users in their use of applications such as Microsoft O365, Windows OS and Apple OS.
• 4 + years experience with Asset Management, Request and Incident ticketing systems (CMDB, Remedy, JIRA, etc)
• Military education or experience may be considered in lieu of civilian requirements listed
• Solves a range of straightforward problems and provides technical support
• Typically receives general instructions on routine work, detailed instructions on new projects or assignments
• Communicates technical concepts directly with customers
• Participates as a member of a project team
• Collaborates with peers and more experienced colleagues
• Ability to manage\multitask high volume of tickets on a daily basis with minimal supervision while maintaining SLA’s
• Proficiency with technology, tools, and processes that support your work.
• Solid experience with hands-on technical support for end user computing devices, * Diagnosing and troubleshooting routine to moderately complex technical issues
• Contributing to solutions for straightforward business problems
• Interacting with high-level individual contributors and managers
• Reporting design, reliability, and maintenance problems or bugs
• Providing incident status updates to management and end-users per service level guidelines
• Resolving complex problems escalated from NSD.
• Analyzing issues to diagnose, repair, maintain, and debug hardware and software, and evaluating alternative solutions before deciding on the path forward.
• Using best practices and business knowledge to enhance products or services.
• Making a positive impact on your team
• Receiving and following detailed instructions
• Schwab Remote Support Tools for Windows\Mac (SRST, JAMF, Bomgar)
• Following Reclaim Processes to improve efficiency
• Remedy Ticket Creation\tracking experience

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

At Schwab, you’re empowered to make an impact on your career. Here, innovative thought meets creative problem solving, helping us “challenge the status quo” and transform the finance industry together. Schwab Technology Services enables the future of how clients manage their money by providing innovative and reliable technology products and services as a part of our ongoing commitment to democratize access to investing and financial planning., At Schwab, you’re empowered to shape your future. We champion your growth through meaningful work, continuous learning, and a culture of trust and collaboration-so you can build the skills to make a lasting impact. 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.