Senior IT User Support Specialist

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.

Key Responsibilities and Duties

• 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

Preferred Qualifications

• Desktop Support background - 2+ years, Call Center support experience, Site support
• Service Now experience; White Glove (Executive Support) experience

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

Base Pay Range: $24.90/hr. - $43.03/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).

Company Overview

TIAA is the leading provider of financial services in the academic, research, medical, cultural and government fields. We offer a wide range of financial solutions, including investing, banking, advice and education, and retirement services.

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/Affirmative Action Employer. We consider all qualified applicants for employment regardless of age, race, color, national origin, sex, religion, veteran status, disability, sexual orientation, gender identity, or any other protected status.

Read more about the Equal Opportunity Law here.

Accessibility Support

TIAA offers support for those who need assistance with our online application process to provide an equal employment opportunity to all job seekers, including individuals with disabilities.

If you are a U.S. applicant and desire a reasonable accommodation to complete a job application please use one of the below options to contact our accessibility support team:

Phone: (800) 842-2755

Email: [email protected]

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