IT - Associate - Service Support
Your Opportunity
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.
We believe in the importance of in-office collaboration and fully intend for the selected candidate for this role to work on site in the specified location.
The Onsite Support Group is tasked with delivering both onsite/deskside and remote second-level technical support and analysis for various aspects of end user systems. Our objective is to ensure high-quality services that enhance employee productivity and maintain customer satisfaction. Responsibilities encompass, but are not limited to, the support of technology hardware (such as desktops and laptops), virtual desktops (VM/VDI), software, voice and print solutions, mobile devices, and video conferencing systems. The incumbent will also perform system administration and maintenance of end user environments utilizing standard industry tools, management consoles, and administration portals.
Duties and Responsibilities:
- Support Orlando Service Center
- Ensure smooth operations and fast issue resolution.
- Meet service standards and business SLAs.
- Collaborate with peers across all Schwab service centers and business support teams.
- Provide hands-on troubleshooting and technical assistance.
What you have
To ensure that we have fulfilled our promise of "challenging the status quo," this role has specific qualifications that successful candidates should have.
Required qualifications:
- Minimum 2 years of working in a service desk or desktop support environment or Bachelors Degree.
- Current working experience with Schwab systems and processes
- 2+ years experience supporting users in their use of applications such as Microsoft O365, Windows OS and Apple OS.
- 2 + years experience with Asset Management, Request and Incident ticketing systems (CMDB, Remedy, JIRA, etc)
- Military education or experience may be considered in lieu of civilian requirements listed
- Solves a range of straightforward problems and provides technical support
- Typically receives general instructions on routine work, detailed instructions on new projects or assignments
- Communicates technical concepts directly with customers
- Participates as a member of a project team
- Collaborates with peersand more experienced colleagues
- Ability to manage\multitask high volume of tickets on a daily basis (>100) with minimal supervision while maintaining SLA’s
- Proficiency with technology, tools, and processes that support your work.
- Solid experience with hands-on technical support for end user computing devices
Preferred qualifications:
- Diagnosing and troubleshooting routine to moderately complex technical issues
- Contributing to solutions for straightforward business problems
- Interacting with high-level individual contributors and managers
- Reporting design, reliability, and maintenance problems or bugs
- Providing incident status updates to management and end-users per service level guidelines
- Resolving complex problems escalated from NSD.
- Analyzing issues 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.
- Making a positive impact on your team
- Receiving and following detailed instructions
- Schwab Remote Support Tools for Windows\Mac (SRST, JAMF, Bomgar)
- Following Reclaim Processes to improve efficiency
- Remedy Ticket Creation\tracking experience
- SME Reclaim Process
- UPS CampusShip
- Coordination between multiple teams (Mailroom\Onsite\Security\etc..) to ensure Schwab assets are reclaimed in a timely manner to meet Audit requirements
In addition to the salary range, this role is also eligible for bonus or incentive opportunities
What’s in it for you
At Schwab, you’re empowered to shape your future. We champion your growth through meaningful work, continuous learning, and a culture of trust and collaboration—so you can build the skills to make a lasting impact. 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
What you are good at
What you have
To ensure that we have fulfilled our promise of "challenging the status quo," this role has specific qualifications that successful candidates should have.
Required qualifications:
- Minimum 2 years of working in a service desk or desktop support environment or Bachelors Degree.
- Current working experience with Schwab systems and processes
- 2+ years experience supporting users in their use of applications such as Microsoft O365, Windows OS and Apple OS.
- 2 + years experience with Asset Management, Request and Incident ticketing systems (CMDB, Remedy, JIRA, etc)
- Military education or experience may be considered in lieu of civilian requirements listed
- Solves a range of straightforward problems and provides technical support
- Typically receives general instructions on routine work, detailed instructions on new projects or assignments
- Communicates technical concepts directly with customers
- Participates as a member of a project team
- Collaborates with peersand more experienced colleagues
- Ability to manage\multitask high volume of tickets on a daily basis (>100) with minimal supervision while maintaining SLA’s
- Proficiency with technology, tools, and processes that support your work.
- Solid experience with hands-on technical support for end user computing devices
Preferred qualifications:
- Diagnosing and troubleshooting routine to moderately complex technical issues
- Contributing to solutions for straightforward business problems
- Interacting with high-level individual contributors and managers
- Reporting design, reliability, and maintenance problems or bugs
- Providing incident status updates to management and end-users per service level guidelines
- Resolving complex problems escalated from NSD.
- Analyzing issues 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.
- Making a positive impact on your team
- Receiving and following detailed instructions
- Schwab Remote Support Tools for Windows\Mac (SRST, JAMF, Bomgar)
- Following Reclaim Processes to improve efficiency
- Remedy Ticket Creation\tracking experience
- SME Reclaim Process
- UPS CampusShip
- Coordination between multiple teams (Mailroom\Onsite\Security\etc..) to ensure Schwab assets are reclaimed in a timely manner to meet Audit requirements
In addition to the salary range, this role is also eligible for bonus or incentive opportunities
Why Schwab?
At Schwab, “Own Your Tomorrow” embodies everything we do! We are committed to helping our employees unleash their potential and achieve their dreams. Our employees get to play a central role in disrupting a multi-trillion-dollar industry, creating a better, more modern way to build and manage wealth. We’re a modern financial services firm that stands apart from the industry, where you can go as far as your ambition takes you.
Hear from employees: What’s it like to work at Schwab!
The benefits of working at Schwab : a package designed to empower your health, wealth, career and life. Schwab is committed to building a diverse and inclusive workplace where everyone feels valued.
As an equal employment opportunity employer, our policy is to provide equal employment opportunities to all employees and applicants without regard to any status that is protected by law. (Please click here to see policy.)
Schwab is also an affirmative action employer, focused on advancing women, minorities, veterans, and individuals with disabilities in the workplace. We believe diversity and inclusion are part of our success as a company and our purpose of serving every client with passion and integrity.