IT Helpdesk & Desktop Support Specialist

TIAA

Charlotte (NC)

On-site

USD 35,000 - 49,000

Full time

2 days ago

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Job summary

The Senior IT User Support Specialist at TIAA provides day-to-day technical support for a range of hardware and software systems. Under supervision, you will troubleshoot, resolve, and escalate issues while delivering strong customer service to employees in a dynamic environment.

You will handle desktop hardware, OS and software support, document knowledge resources, assist with training, manage inventory, and collaborate with IT teams to meet service levels across on-site and remote locations.

Qualifications

2+ years of Technical Support experience.
Strong written and verbal communications skills and ability to interface with end-users at all levels.
Level 1 & Level 2 Desktop Support.
Hardware - Desktop & Laptop troubleshooting.
Excellent software troubleshooting skills.

Responsibilities

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 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, 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 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.