IT - Service Support Sr. Specialist

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 Onsite Support Groupis responsible forproviding onsite/deskside and remote 2nd level technical support and analysis on various aspects of end user systems support. These systems and responsibilities include but are not limited tosupport oftechnology hardware (Desktops, Laptops, etc.), virtual desktops (VM/VDI), software, mobiledeviceand video conferencing. 

 As anIT – Service Support SeniorSpecialist,you’llplay a critical role in enabling employee productivity by deliveringhigh‑qualityonsite and remote technical support.You’llpartner closely with colleagues across the organization to diagnose issues, resolve incidents, and continuously improve theend‑usertechnology experience. This role is ideal for someone who enjoys solving complex problems, collaborating with others, and contributing to aservice‑drivenculture.

WhatYou’llDo

• Provide onsite/deskside and remote Level 2 technical support forend‑usersystems and devices

• Diagnose, troubleshoot, and resolve hardware, software, and connectivity issues across Windows, macOS, virtual desktops, and mobile devices

• Support collaboration tools, video conferencing solutions, printing, and peripheral technologies

• Use ticketing and asset management systems to track requests, incidents, and resolutions

• Communicate technical concepts clearly and respectfully to employees with varying levels of technical knowledge

• Partner with peers andcross‑functionalteams to support projects and continuous improvement initiatives

• Identifyrecurring issues and contribute ideas toimproveprocesses, tools, and user experience

• Work independently onday‑to‑dayresponsibilities while seeking guidance on new or complex assignments when needed

What you have

• Strong customer service mindset with a focus on empathy, professionalism, andfollow‑through
• Clear verbal and written communication skills

• Experience workingina service desk, desktop support, orend‑usertechnology support environment

• Comfort using a variety of technologies, tools, and systems to support daily work

• Hands‑onexperience supportingend‑usercomputing devices and applications

• Ability to analyze multiple issues, evaluate options, anddetermineeffective solutions

• Collaborative approach and willingness to share knowledge with teammates

Required Qualifications

• 4+ years of experiencein a service desk, desktop support, orend‑usertechnology support roleora bachelor’s degree

• 4+ years of experiencesupporting users with operating systems and productivity tools such as Microsoft 365, Windows, and macOS

• 4+ years of experienceusing asset management, incident, and request tracking systems

• Military training or experience may be considered in lieu of civilian requirements

Preferred Qualifications

• Experience diagnosing and troubleshooting moderate to complex technical issues

• Ability to explain technical information in a clear,user‑friendlyway

• Experience supporting leaders, managers, and diverse internal client groups

• Exposure to project work orcross‑functionalinitiatives

• Interest inidentifyingopportunities to improve service quality, efficiency, and reliability

• Resolving complex problems escalated from NSD.

• Analyzing multiple problems in the diagnosis, repair,maintenanceand debugging of hardware and software. In addition to evaluating alternative solutions before confirming path forward

• Using best practices and business knowledge to improve products or services.

• Managing projects with other team members andparticipatingin cross-functional projects
• Influencing the quality, efficiency, and effectiveness of your own function

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