Technical User Support Analyst

Senior IT User Support Specialist

The Senior IT User Support Specialist provides day-to-day technical support to employees for a range of hardware and software related systems. Working under direct supervision, this job responds to problems through discussion with users, which includes trouble shooting, fault rectification and problem escalation.

• Provides a high level of customer service while working in a dynamic complex environment under limited supervision and direction.
• Provides end user training and knowledge documentation.
• Deploys, procures, and collects desktop equipment from end users.
• Provides second level end-user personal computer (PC) support for staffed locations and remote offices and high level on-site call center support.
• Performs configuration/installation and troubleshooting of PC hardware including laptops, Virtual Desktop Infrastructure (VDI), desktops, tablets/iPads, printers, messaging and mobile devices, and Mobile Wi-Fi (MIFI).
• Installs, configures, and troubleshoots Windows operating systems, MacOS, Microsoft Office Suite other applications.
• Provides incident & problem summaries, status reports, and project status as required.
• Complies with and supports Information Technology Infrastructure Library (ITIL) change-incident-problem-asset management processes and work instructions.
• Coordinates with 2nd and 3rd tier teams to ensure timely resolution of complex end user technology issues and incidents to ensure meeting agreed upon service levels.
• Maintains highly accurate inventory records.

Educational Requirements

• University (Degree) Preferred

Work Experience

• No Experience Required

Physical Requirements

• Physical Requirements:
  
  Heavy Work

Career Level 5IC

Required Skills

• +2 years of Technical Support experience
• Strong written and verbal communications skills, and possess the ability to interface with end-users effectively at all levels of the organization
• Level 1 & Level 2 Desktop Support
• Hardware
  - Desktop & Laptop troubleshooting
• Excellent software troubleshooting skills

Preferred Skills

• ITSM Ticketing Tools
• OS
  - Windows, MAC, and Mobile OS
• SCCM/MECM
• Virtualization (Citrix, VMWare)
• Microsoft 365 administration
• Mobile Device Management
• VPN, RSAT, Diagnostic Tools
• Apple hardware and software troubleshooting

Related Skills 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

Anticipated Posting End Date:

Base Pay Range: $25.72/hr - $35.53/hr

Company Overview

Every worker deserves a secure retirement. For more than 100 years, TIAA has delivered it for millions of people. Founded to help educators retire with dignity, today we're a market-leading retirement company fueled by world-class asset management. But we're not just another legacy financial services firm. We're fighting harder than ever before for our clients and the many Americans who need us.

Our Culture of Impact

At TIAA, we're on a mission to build on our 100+ year legacy of delivering for our clients while evolving to meet tomorrow's challenges. We equip our associates with future-focused skills and AI tools that enable us to advance our mission. Together, we are fighting to ensure a more secure financial future for all and for generations to come. We are guided by our values:
Champion Our People, Be Client Obsessed, Lead with Integrity, Own It, and Win As One. They influence every decision we make and how we work together to serve our clients every day. We thrive in a collaborative in-office environment where teams work across organizational boundaries with shared purpose, accelerating innovation and delivering meaningful results. Our workplace brings together TIAA and Nuveen's entrepreneurial spirit, where we work hard and work together to create lasting impact.

Here, every associate can grow through meaningful learning experiences and development pathways—because when our people succeed, our impact on clients' lives grows stronger.

Benefits and Total Rewards

The organization is committed to making financial well-being possible for its clients, and is equally committed to the well-being of our associates. That's why we offer a comprehensive Total Rewards package designed to make a positive difference in the lives of our associates and their loved ones. Our benefits include a superior retirement program and highly competitive health, wellness and work life offerings that can help you achieve and maintain your best possible physical, emotional and financial well-being.

To learn more about your benefits, please review our Benefits Summary.

Equal Opportunity

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…