Technical User Support Analyst I
TIAA
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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.
Skills
Education
Tools
Job description
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.
- 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.
- University (Degree) Preferred
- No Experience Required
- Physical Requirements: Heavy Work
5IC
- +2 years of Technical Support experience
- Strong written and verbal communications skills, and possess the ability to interface with end-users effectively at all levels of the organization
- Level 1 & Level 2 Desktop Support
- Hardware - Desktop & Laptop troubleshooting
- Excellent software troubleshooting skills
- ITSM Ticketing Tools
- OS - Windows, MAC, and Mobile OS
- SCCM/MECM
- Virtualization (Citrix, VMWare)
- Microsoft 365 administration
- Mobile Device Management
- VPN, RSAT, Diagnostic Tools
- Apple hardware and software troubleshooting
- Call Center support experience preferred
- Asset Management Support experience preferred
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
2026-09-15
Base Pay Range: $25.72/hr - $35.53/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).
________________________________________
Every worker deserves a secure retirement. For more than 100 years, TIAA has delivered it for millions of people. Founded to help educators retire with dignity, today weʼre a market-leading retirement company fueled by world-class asset management. But weʼre not just another legacy financial services firm. Weʼre fighting harder than ever before for our clients and the many Americans who need us.
At TIAA, we're on a mission to build on our 100+ year legacy of delivering for our clients while evolving to meet tomorrow's challenges. We equip our associates with future-focused skills and AI tools that enable us to advance our mission. Together, we are fighting to ensure a more secure financial future for all and for generations to come. We are guided by our values: Champion Our People, Be Client Obsessed, Lead with Integrity, Own It, and Win As One. They influence every decision we make and how we work together to serve our clients every day. We thrive in a collaborative in-office environment where teams work across organizational boundaries with shared purpose, accelerating innovation and delivering meaningful results. Our workplace brings together TIAA and Nuveen's entrepreneurial spirit, where we work hard and work together to create lasting impact. Here, every associate can grow through meaningful learning experiences and development pathways—because when our people succeed, our impact on clients' lives grows stronger.
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.
We are an Equal Opportunity Employer. TIAA does not discriminate against any candidate or employee on the basis of age, race, color, national origin, sex, religion, veteran status, disability, sexual orientation, gender identity, or any other legally protected status.
Our full EEO & Non-Discrimination statement is on our careers home page, and you can read more about your rights and view government notices here.
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: accessibility.support@tiaa.org
TIAA maintains a drug-free and smoke/free workplace.
For Applicants of TIAA, Nuveen and Affiliates residing in US (other than California), click here.
For Applicants of TIAA, Nuveen and Affiliates residing in California, please click here.
For Applicants of TIAA Global Capabilities, click here.
For Applicants of Nuveen residing in Europe and APAC, please click here.
- ITSM Ticketing Tools
- OS - Windows, MAC, and Mobile OS
- SCCM/MECM
- Virtualization (Citrix, VMWare)
- Microsoft 365 administration
- Mobile Device Management
- VPN, RSAT, Diagnostic Tools
- Apple hardware and software troubleshooting
- Call Center support experience preferred
- Asset Management Support experience preferred
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