Salary: USD $41,400 - $73,700 / Year

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.

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.

• The NSD Service Support Analyst will start onsite for the first 90 days.
• A Workplace Flexibility Program will be reviewed and if offered to an employee will consist of 1 day from home and 4 days from the office.

• 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

• 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.

• Required Experience:
  • 1 - 2 years or more of Schwab technology domain experience gained as a current or recent contractor or employee is a must have
  • 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
  • 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
  • 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

• 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