Technical User Support Analyst I

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.

• University (Degree) Preferred

• No Experience Required

• Physical Requirements:
  
  Heavy Work

5IC

• +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

• 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
• Call Center support experience preferred
• Asset Management Support experience preferred

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: $25.72/hr - $35.53/hr

Actual base salary may vary based upon, but not limited to, relevant experience, time in role, base salary of internal peers, prior performance, business sector, and geographic location. In addition to base salary, the competitive compensation package may include, depending on the role, participation in an incentive program linked to performance (for example, annual discretionary incentive programs, non-annual sales incentive plans, or other non-annual incentive plans).

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 weʼre a market-leading retirement company fueled by world-class asset management. But weʼre not just another legacy financial services firm. Weʼre fighting harder than ever before for our clients and the many Americans who need us.

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…