IT Service Support Analyst, Level 1 Help Desk
Overview
You own front-line IT support for Schwab's internal workforce, resolving incidents and service requests via phone and chat. You join the National Service Desk within Infrastructure, Operations & Cloud, a team that keeps 30,000+ employees productive. You will diagnose desktop issues, manage accounts, and escalate complex problems to second-level teams. This role starts onsite for 90 days, then shifts to a hybrid schedule of 4 days in office and 1 remote, with potential flexibility. You work in a fast-paced environment where your empathy and technical skills restore service quickly.
What You'll Do9
- 1Diagnose and troubleshoot end user desktop application issues, delivering first-contact resolution for Windows, macOS, iOS, and iPadOS.
- 2Resolve incidents and service requests for Microsoft Office, CRM, VPN, Citrix, and MDM tools, ensuring timely restoration of service.
- 3Provide account management and maintenance, including creating user profiles, modifying permissions, and performing password resets across Active Directory and ITSM platforms.
- 4Communicate technical solutions clearly to non-technical users, using probing questions and setting expectations to ensure satisfaction.
- 5Document every interaction in ServiceNow or Remedy, following standard operating procedures and knowledge management practices.
- 6Meet defined metrics for talk time, wrap time, first-contact resolution, and chats per hour, while maintaining quality assurance standards.
- 7Escalate unresolved issues to second-level support with detailed notes, contributing to effective problem resolution.
- 8Stay current on new tools and processes, applying ITIL and KCS principles to improve service delivery.
- 9Support end user computing devices including PCs, laptops, printers, cell phones, and tablets, coordinating with remote tools like SCCM and Software Center.
Requirements10
- 13-5 years of service desk or customer service experience, with a track record of resolving technical issues.
- 23-5 years of technical support experience across Windows, macOS, iOS, and iPadOS.
- 33-5 years of phone and chat support, using professional etiquette and empathy in every interaction.
- 4Hands-on experience with ITSM platforms including SmartIT, Remedy, ServiceNow, or Cherwell.
- 5Working knowledge of remote support tools like SCCM, Software Center, and ADUC.
- 6Proficiency in account management, password resets, and permissions across Active Directory.
- 7Strong communication skills, explaining complex issues to users with minimal technical knowledge.
- 8Ability to multi-task and use organizational tools in a dynamic environment, adhering to schedules.
- 9Bachelor's or Associate's degree in Information Technology or related field is a plus.
- 10CompTIA, ITIL, KCS, or Microsoft certifications are a plus.
Salary Insight
$54 - $79k per year
Location
Required Skills
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