Help Desk Technician

Account name

Charles Schwab & Co., Inc.

End Client (if different from Account)
 

Description

Mid Level: Skills equiv. to 3-5 years in comparable position. Responsible for helpdesk and/or desktop support for Schwab systems. Experience with 1st and/or 2nd level support. Strong customer service skills, strong people and interpersonal skills. Must have strong verbal and written communication skills.

Responsibilities:
• Diagnose and troubleshoots end user desktop application issues and provides appropriate solution.
• Provides timely resolution of problems or escalation on behalf of the customer and ensures their satisfaction
• Provides incident status updates to management and end-users per service level guidelines
• Support and maintain effective relationships with users Develops, documents, and implements standard operating procedures and customer service guidelines relating to remote IT support
• Provide support for PCs, laptops, printers, cell phones, and tablets etc.
• Support end users in their use of applications such as Microsoft Office, ERP, CRM, VPN, Citrix, and MDM (mobile device management)
• Performs account management and maintenance for various applications and systems (e.g., creates or modifies user accounts and permissions, and performs password resets).
• Communicates with customers at all levels of technical and non-technical skills sets Follow all standard operating procedures (SOP) through the effective use of Knowledge management
• Required Experience: 2+ years of experience working in a service desk or customer service environment Minimum 1 year technical support experience Minimum 1 year chat support experience Experience using ITSM platforms (SmartIT / Remedy, ServiceNow, Cherwell) and remote support tools (SCCM, Software Center, Client Center Configuration Manager) Ability to type at least 40 words per minute Ability to multitask effectively and handle 2-3 concurrent chat sessions at a time Working knowledge of PC technical support, systems administration, networking, Windows and Mac OS Bachelor’s or Associates degree in Information

Training: Candidate will go through a 2 week training period once they are brought onboard with Charles Schwab in-house trainer.

Enterprise Req Skills

Help desk,Remote Support,Service desk,Windows 10,MS Office,Ticketing System,Customer service,Remedy,Active directory,Hardware,Troubleshooting,Support,Software,Chat,Servicenow,Remote Tools,VPN,MDM

Job Title

Service Desk Analyst

Top Skills Details

1. 3 plus years of Service Desk experience working in a corporate and enterprise environment supporting multiple types of hardware, software, applications, networks, active directory (password resets), mobile devices (iPhones/iPads), peripheral devices, 2 factor authentication experience
2. Experience with supporting Windows 10 and MS Office Suites
3. Experience with providing over the phone support, chat, and remote support
4. Ability to provide excellent customer service and communication skills

Worksite Address

4701 East Francisco Drive,Phoenix,Arizona,United States,85044

External Communities Job Description

External Communities Job Description
One of the leading financial services organizations is looking for talented Service Desk Analysts to help provide support for their organizations. Ideal candidate will have experience in working in enterprise environments supporting Windows OS and Microsoft Office applications. With the increase need of resources, the client is looking for solid technician who are looking to grow and expand their career within the organization. Is that you? Well apply today

EVP

Ability to work for one of the largest financial institutions.
Candidate will have the opportunity to grow their career within a well establish organization
Candidates will have the opportunity to work with and support the latest technology.
Ability to work in a stable work environment and in an environment in which the company takes pride in the development and career success for their employees.

Work Environment

Candidate will start off working remote until Charles Schwab decides to return back to the office. Once resources are asked to return back into the office, they will then work onsite at the following location: 4701 E Francisco Dr, Phoenix, AZ 85044, USA.

Will Equipment be provided while candidates work remote: Yes, the client will be providing equipment to technician while they work remote and their equipment will be either shipped to them or they will be alerted to come onsite to retrieve.

Shift: Monday – Friday candidates will work an 8 hour shift between the times of (6am – 10pm); they will normally work the first shift from 8am to 5pm

Training Hours: (Candidates have to be flexible; as candidates will be in training for 2 weeks on they are onboard with Charles Schwab, in with they will be trained by an in house trainer. During training the working hours will be 8am-5pm)

Additional Skills Tags

Additional Skills & Qualifications

• Currently the National Service Desk team at Charles Schwab supports around 1500 internal applications
• Ideal candidates will have experience supporting mobile devices to include iPhones and iPads, and if they have worked with MobileIron that would be a plus
• This team does zero face to face interaction with users and they will not be supporting hardware
• Currently agents take around 30-40 calls and chats a day
• Candidates need to be good with working with a Knowledge Base to be able to lookup issues to help them in resolving the issues with users.
• Candidate must have experience in resolving issues via phone and chat; need resources that can multi-task and do 2 chats at once if needed.
• Candidate must be able to receive constructive feedback
• Performance Reviews: Candidate will receive monthly reviews on their performance so they know where they stand
• Candidate must have experience with working with ticketing systems (ex. Remedy or Smart IT) , SCCM, Active Directory, Remote Tools, and MS Office
• Manager indicated that he has had some success in the past with resources that have worked at Best Buy (Geek Squad).

Education/Experience: Working knowledge of PC technical support, systems administration, networking, Windows and Mac OS Bachelor’s or Associates degree in Information

Note:
• Candidates will have the possibility to convert over as a full time resource after 6 months based on performance.
• Manager only wants to see candidates that have current or previous Service Desk experience. Manager does not want to see candidates that are System Admin etc., but candidates that have done “PHONE Support”
• It is very important that potential candidates are aware that they will have to take a lifetime background as the client has them to complete fingerprint testing, as well as they will have to clear our background. This is very important, as the manager indicated that has been an area of frustration in the past.

Impact to the Internal/External Customer

Interview Information

2 step interview process (Looking for candidates with great personalities and desire to learn and grow within their environment)

Why is Position Open?

Business Challenge

With the consolidation of Charles Schwab and TD Ameritrade last year, Charles Schwab continues to expand on its amount of employees and proper technical support is needed in order to meet the demands of its end users. Without the adequate support on their (NSD) National Service Desk, Charles Schwab is feeling a major strain due the lack of issue resolution and remediation. As a result, Charles Schwab needs additional IT support to make sure that users are getting a “10 experience” that will aid their users to meet projects/deadlines in a timely fashion to avoid a decrease in the organization’s overall revenue.