IT User Support Specialist II

CTO‑WXPS‑Tech Support Services is seeking an IT User Support Specialist to join the Laptop Refresh team. This role will provide TIAA staff with new laptops replacing end‑of‑life laptops, handling inventory, scheduling, device imaging, shipping, deployment, and customer care.

• Independently manage multiple daily work priorities around scheduled appointments.
• Adhere to Desktop and End User Computing processes, procedures, policies, and job aids.
• Provide customer training and knowledge documentation.
• Deploy new hardware to end‑users, including backup and transfer of end‑user data and files from old PC to new PC.
• Provide a high‑level customer experience at all levels of the organization while meeting weekly build and deployment targets in a dynamic, complex environment.
• Write, speak, and document in a neutral and detailed professional manner.
• Be accountable and adhere to all work requirements, processes, and procedures.
• Apply functional knowledge and experience with Windows, VDI, Mac, and multiple hardware device profiles; inventory management, support ticketing, and shipping processes; endpoint tools, Service Now, CMDB, USMT, SCCM; build, image, and deploy hardware; install Microsoft 365 and peripheral applications; remote access and security management tools.

• Vocational and/or Technical Education Preferred.

• 3+ Years Required; 5+ Years Preferred.

• Heavy Work.

4IC

• 3 years of experience in a customer service or support role.
• 2 years of experience in information technology.

• Degree or certification in Information Technology.

• Adaptability, Business Process Improvement, Cloud Platforms, Collaboration, Communication, Continuous Improvement Mindset, Digital Savviness, Executive Presence, Innovation, Organizational Savviness, Problem Solving, Relationship Management, Service Delivery, System Administration, Technical Support, Technology Solutions, Technology Systems.

Base Pay Range: $23.27/hr – $34.13/hr

Anticipated Posting End Date: 2026‑06‑24

We are an Equal Opportunity Employer. TIAA does not discriminate against any candidate or employee on the basis of age, race, color, national origin, sex, religion, veteran status, disability, sexual orientation, gender identity, or any other legally protected status.