IT - Service Support Sr. Specialist
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.
The Onsite Support Groupis responsible forproviding onsite/deskside and remote 2nd level technical support and analysis on various aspects of end user systems support. These systems and responsibilities include but are not limited tosupport oftechnology hardware (Desktops, Laptops, etc.), virtual desktops (VM/VDI), software, mobiledeviceand video conferencing.
As anIT – Service Support SeniorSpecialist,you’llplay a critical role in enabling employee productivity by deliveringhigh‑qualityonsite and remote technical support.You’llpartner closely with colleagues across the organization to diagnose issues, resolve incidents, and continuously improve theend‑usertechnology experience. This role is ideal for someone who enjoys solving complex problems, collaborating with others, and contributing to aservice‑drivenculture.
WhatYou’llDo
- Provide onsite/deskside and remote Level 2 technical support forend‑usersystems and devices
- Diagnose, troubleshoot, and resolve hardware, software, and connectivity issues across Windows, macOS, virtual desktops, and mobile devices
- Support collaboration tools, video conferencing solutions, printing, and peripheral technologies
- Use ticketing and asset management systems to track requests, incidents, and resolutions
- Communicate technical concepts clearly and respectfully to employees with varying levels of technical knowledge
- Partner with peers andcross‑functionalteams to support projects and continuous improvement initiatives
- Identifyrecurring issues and contribute ideas toimproveprocesses, tools, and user experience
- Work independently onday‑to‑dayresponsibilities while seeking guidance on new or complex assignments when needed
What you have
- Strong customer service mindset with a focus on empathy, professionalism, andfollow‑through
- Clear verbal and written communication skills
- Experience workingina service desk, desktop support, orend‑usertechnology support environment
- Comfort using a variety of technologies, tools, and systems to support daily work
- Hands‑onexperience supportingend‑usercomputing devices and applications
- Ability to analyze multiple issues, evaluate options, anddetermineeffective solutions
- Collaborative approach and willingness to share knowledge with teammates
Required Qualifications
- 4+ years of experiencein a service desk, desktop support, orend‑usertechnology support roleora bachelor’s degree
- 4+ years of experiencesupporting users with operating systems and productivity tools such as Microsoft 365, Windows, and macOS
- 4+ years of experienceusing asset management, incident, and request tracking systems
- Military training or experience may be considered in lieu of civilian requirements
Preferred Qualifications
- Experience diagnosing and troubleshooting moderate to complex technical issues
- Ability to explain technical information in a clear,user‑friendlyway
- Experience supporting leaders, managers, and diverse internal client groups
- Exposure to project work orcross‑functionalinitiatives
- Interest inidentifyingopportunities to improve service quality, efficiency, and reliability
- Resolving complex problems escalated from NSD.
- Analyzing multiple problems in the diagnosis, repair,maintenanceand debugging of hardware and software. In addition to evaluating alternative solutions before confirming path forward
- Using best practices and business knowledge to improve products or services.
- Managing projects with other team members andparticipatingin cross-functional projects
- Influencing the quality, efficiency, and effectiveness of your own function
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
- Strong customer service mindset with a focus on empathy, professionalism, and follow‑through
- Clear verbal and written communication skills
- Experience working in a service desk, desktop support, or end‑user technology support environment
- Comfort using a variety of technologies, tools, and systems to support daily work
- Hands‑on experience supporting end‑user computing devices and applications
- Ability to analyze multiple issues, evaluate options, and determine effective solutions
- Collaborative approach and willingness to share knowledge with teammates
Required Qualifications
- 4+ years of experience in a service desk, desktop support, or end‑user technology support role or a bachelor’s degree
- 4+ years of experience supporting users with operating systems and productivity tools such as Microsoft 365, Windows, and macOS
- 4+ years of experience using asset management, incident, and request tracking systems
- Military training or experience may be considered in lieu of civilian requirements
Preferred Qualifications
- Experience diagnosing and troubleshooting moderate to complex technical issues
- Ability to explain technical information in a clear, user‑friendly way
- Experience supporting leaders, managers, and diverse internal client groups
- Exposure to project work or cross‑functional initiatives
- Interest in identifying opportunities to improve service quality, efficiency, and reliability
- Resolving complex problems escalated from NSD.
- Analyzing multiple problems in the diagnosis, repair, maintenance and debugging of hardware and software. In addition to evaluating alternative solutions before confirming path forward
- Using best practices and business knowledge to improve products or services.
- Managing projects with other team members and participating in cross-functional projects
- Influencing the quality, efficiency, and effectiveness of your own function
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.