Desktop Support

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. 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.

The Onsite Support Group is tasked with delivering both onsite/deskside and remote second-level technical support and analysis for various aspects of end user systems. Our objective is to ensure high-quality services that enhance employee productivity and maintain customer satisfaction. Responsibilities encompass, but are not limited to, the support of technology hardware (such as desktops and laptops), virtual desktops (VM/VDI), software, voice and print solutions, mobile devices, and video conferencing systems. The incumbent will also perform system administration and maintenance of end user environments utilizing standard industry tools, management consoles, and administration portals.

Duties and Responsibilities:

• Support Denver Service Center and TechBar.
• Ensure smooth operations and fast issue resolution.
• Meet service standards and business SLAs.
• Collaborate with TechBar and business support teams.
• Provide hands-on troubleshooting and technical assistance.

What You Have

Required qualifications:

• Minimum 2 years of working in a service desk or desktop support environment or Bachelors Degree.
• 2+ years experience supporting users in their use of applications such as Microsoft O365, Windows OS and Apple OS.
• 2 + 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 (>100) 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

Preferred qualifications:

• 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
• SME Reclaim Process
• UPS CampusShip
• Coordination between multiple teams (Mailroom/Onsite/Security/etc..) to ensure Schwab assets are reclaimed in a timely manner to meet Audit requirements

In addition to the base pay range, this role is also eligible for bonus or incentive opportunities.