Desktop Support Technician

Charles Schwab; Omaha (NE); On-site; USD 45,000 - 65,000; Full time

Job summary

A leading financial services company seeks a skilled technical support professional to join the Omaha team. The role entails providing exceptional service, ensuring smooth daily operations, and resolving technical issues. You’ll be empowered to enhance workplace productivity through your technical expertise and commitment to customer satisfaction.

Benefits

401(k) with company match

Paid time for vacation and volunteering

28-day sabbatical after every 5 years

Paid parental leave

Tuition reimbursement

Health, dental, and vision insurance

Qualifications

• Exceptional customer service skills required.
• Experience in service desk or technical support environment preferred.
• Hands-on technical support experience for end-user computing devices.

Responsibilities

• Provide prompt technical support to Service Center and Retail Branch Locations.
• Maintain high service standards and meet business SLAs.
• Troubleshoot and resolve complex technical issues.

Skills

Customer service

Communication

Troubleshooting

Technical support

Collaboration

Tools

Microsoft Office

CRM

VPN

Citrix

MDM

Job description

Your opportunity

At Schwab, you’re empowered to make an impact on your career. Here, innovative thought meets creative problem solving, helping us “challenge the status quo” and transform the finance industry together. Schwab Technology Services enables the future of how clients manage their money by providing innovative and reliable technology products and services as a part of our ongoing commitment to democratize access to investing and financial planning.

The Omaha Onsite support team ensures smooth daily operations and prompt issue resolution at the Service Center and Retail Branch Locations. Our mission is to provide high-quality service that boosts employee productivity and keeps customers satisfied. This role offers a chance to join a team that challenges norms and directly impacts business performance.

Duties and Responsibilities
• Provide prompt and effective support to Omaha Service Center and Retail Branch Locations.
• Ensure smooth daily operations and quick issue resolution.
• Maintain high service standards and meet business SLAs.
• Collaborate with the tech bar and support business teams.
• Hands-on troubleshooting and technical support.

What you have

Required Qualifications:

• Exceptional customer service skills
• Proven verbal and written communication skills
• Demonstrated experience working in a service desk, desktop support, or technology support environment
• Proficiency with technology, tools, and processes that support your work
• Solid experience with hands-on technical support for end-user computing devices
• Experience supporting users in their use of applications such as Microsoft Office, CRM, VPN, Citrix, and MDM (mobile device management)

Preferred Qualifications:

Diagnosing and troubleshooting moderate to complex technical issues.
• Responding to diverse technical issues to isolate and fix software or desktop application problems.
• Interacting with individual contributors, managers, and clients at high levels.
• Explaining complicated information to end users in a clear manner.
• Identifying and reporting design, reliability, and maintenance issues, and assisting with their resolution.
• Resolving complex problems escalated from NSD.
• Analyzing multiple problems to diagnose, repair, maintain, and debug hardware and software, and evaluating alternative solutions before deciding on the path forward.
• Using best practices and business knowledge to enhance products or services.
• Managing projects with team members and participating in cross-functional projects.
• Influencing the quality, efficiency, and effectiveness of the function.

What’s in it for you

At Schwab, we’re committed to empowering our employees’ personal and professional success. Our purpose-driven, supportive culture, and focus on your development means you’ll get the tools you need to make a positive difference in the finance industry. Our Hybrid Work and Flexibility approach balances our ongoing commitment to workplace flexibility, serving our clients, and our strong belief in the value of being together in person on a regular basis.

We offer a competitive benefits package that takes care of the whole you – both today and in the future:

• 401(k) with company match and Employee stock purchase plan
• Paid time for vacation, volunteering, and 28-day sabbatical after every 5 years of service for eligible positions
• Paid parental leave and family building benefits
• Tuition reimbursement
• Health, dental, and vision insurance