IT Service Support Analyst

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(s).

The Infrastructure, Operations & Cloud organization delivers technology solutions that support Schwab employees and the client experience. Within this organization, the National Service Desk provides front-line support that restores service, resolves technology issues, and connects employees with specialized teams when additional expertise is needed.

As an IT Service Support Analyst, you will provide level-one phone and chat support, troubleshoot end-user devices and applications, manage incidents and service requests, and communicate clear status updates. Your sound decision-making and problem-solving skills will help deliver timely resolutions while maintaining a positive support experience.

You will collaborate with users and technical teams, apply established procedures and knowledge resources, and adapt to changing priorities in a service-focused environment. The role begins onsite for the first 90 days, providing an opportunity to build technical knowledge, strengthen partnerships, and develop the capabilities needed to deliver consistent results.

What You Have

Required Qualifications

• 3+ years of experience in a service desk or customer service environment
• 3+ years of technical support experience
• 3+ years of phone and/or live chat support experience
• Experience troubleshooting end-user devices, desktop applications, operating systems, and connectivity issues
• Experience managing incidents and service requests, documenting activity, and escalating unresolved issues
• Experience communicating technical information clearly to users with varying levels of technical knowledge
• Ability to apply structured problem-solving, sound decision-making, and attention to detail
• Ability to collaborate effectively, adapt to changing priorities, and follow established processes

Preferred Qualifications

• Experience with IT service management platforms such as SmartIT, Remedy, ServiceNow, or Cherwell
• Experience with remote support and account administration tools such as SCCM, Software Center, Client Center Configuration Manager, or ADUC
• Working knowledge of Windows, macOS, iOS, iPadOS, systems administration, and networking
• Experience supporting Microsoft Office, CRM, VPN, Citrix, mobile device management, and end-user computing devices
• Associate or bachelor's degree in Information Technology or a related field
• CompTIA, ITIL, KCS, CSI, or Microsoft certification
• Knowledge of performance metrics, service-level expectations, quality standards, and first-contact resolution practices
• Ability to learn from feedback and continuously improve technical and customer-support capabilities

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