Job Description

Your Opportunity
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.
We believe in the importance of in-office collaboration and fully intend for the selected candidate for this role to work on site in the specified location.
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).
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
To ensure that we have fulfilled our promise of "challenging the status quo," this role has specific qualifications that successful candidates should have.
Required Qualifications
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 * Current working experience with Schwab systems and processes
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
Preferred Qualifications
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

Skills Required