IT Service Support Analyst

This role provides level 1 IT support to Schwab workforce via phone and chat, handling incidents and service requests and maintaining relationships with users.

• Diagnose and troubleshoot end user desktop application issues
• Provide incident status updates to management and end-users per service level guidelines
• Support end users in the use of applications such as Microsoft Office, CRM, VPN, Citrix, and MDM
• Perform account management and maintenance for various applications and systems (e.g., create or modify user accounts and permissions, perform password resets)
• Follow all standard operating procedures through the effective use of Knowledge management.

Role includes diagnosing end-user desktop application issues, supporting end-user computing devices, and assisting with applications such as Microsoft Office, CRM, VPN, Citrix and MDM; follows SOP and service desk processes with knowledge management.

The ideal candidate is an entry-level IT service desk analyst with strong customer service and communication skills, capable of explaining technical issues to non-technical users and adhering to service desk metrics.