Hybrid IT Service Desk Analyst – Frontline Support

Charles Schwab; Omaha (NE); Hybrid; USD 48,000 - 62,000; Full time

Benefits offered by this job

Health insurance

401(k) match

Paid time off

Job summary

Charles Schwab is seeking an IT Service Support Analyst to provide level one support by phone and chat for the internal Schwab workforce. You will diagnose and troubleshoot desktop application issues, manage incidents and requests, and keep users informed per SLA guidelines.

The role emphasizes excellent customer service, EQ, clear communication, and the ability to work across teams in a hybrid work environment. A related IT degree and IT certifications are a plus.

Qualifications

• 3–5 years in a service desk or customer service environment.
• 3–5 years of technical support experience.
• 3–5 years of phone and/or chat support experience.
• Experience with ITSM platforms (SmartIT / Remedy, ServiceNow, Cherwell) and remote support tools (SCCM, Software Center, Client Center Configuration Manager, ADUC).
• Working knowledge of PC support, systems administration, networking, Windows, macOS, iOS, and iPadOS.
• Bachelor’s or Associate degree in IT is a plus.
• CompTIA, ITIL, KCS, CSI and Microsoft certifications are a plus.

Responsibilities

• Diagnose and troubleshoot end-user desktop application issues and provide appropriate solutions.
• Ensure customer satisfaction through timely resolution or escalation to a second level.
• Provide incident status updates to management and end-users per SLA guidelines.
• Support and maintain relationships with users.
• Provide support for end-user computing devices (PCs, laptops, printers, cell phones, tablets).
• Assist users in applications like Office, CRM, VPN, Citrix, and MDM.
• Manage and maintain user accounts and permissions; perform password resets.
• Communicate with customers at all skill levels and follow SOPs using knowledge management.

Skills

Customer service

Empathy

Communication

Interpersonal skills

Phone etiquette

Explain technical concepts

Time management

Problem escalation

Attention to detail

Feedback receptiveness

Education

Bachelor’s or Associate's degree in IT

Tools

SmartIT/Remedy

ServiceNow

Cherwell

SCCM

ADUC

Job description

Charles Schwab is seeking an IT Service Support Analyst to provide level one support by phone and chat for the internal Schwab workforce. You will diagnose and troubleshoot desktop application issues, manage incidents and requests, and keep users informed per SLA guidelines.

The role emphasizes excellent customer service, EQ, clear communication, and the ability to work across teams in a hybrid work environment. A related IT degree and IT certifications are a plus.