Your Opportunity
The Infrastructure, Operations & Cloud (IO&C) organization provides technology solutions and support for Schwab employees, as well as supporting the external Schwab client experience. The National Service Desk (NSD), as part of IO&C, provides front-line IT support services for the Schwab workforce to report technology issues, restores service, and raises up issues to second-level support that cannot be resolved at first contact.

What you are good at

• Providing phone support for technology problems and fulfillment services (move, add, or change requests) involving desktops, laptops, monitors and IP Phones for employees working locally or remote.
• Managing assigned Remedy tickets, connect with customers, document work performed and status in tickets, close all tickets in a timely manner and update asset status in the CMDB.
• Participating in team project work that may include periodic after hours and weekend work.
• Adopting and implementing business and process improvements.
• Collaborating regularly with peers or external and internal partners.
• Working independently but receives guidance and instructions from Service Desk Lead and Manager. Typically receives general instruction on day-to-day work and detailed instructions on new assignments.

What you have

• 1-2 years of recent technical support experience
• Cisco Phone - configuration and deployment experience
• Dell self-dispatch training and hardware repair experience
• Excellent customer service skills
• Excellent troubleshooting skills
• Excellent verbal and written communications skills
• Excellent collaboration and teamwork skills, working with a distributed group of peers on technology projects
• Prioritizing feature work

Education Level Required:

• College degree
• Previous technical training
• Experience can substitute for some education

"Workplace Flexibility Program: We're proud to support our employees in a working approach that allows you to bring your best self to work - whether that's in the office or remote.

• Most Schwabbies have the opportunity to voluntarily work in the office or at home based on their preference. *
• When the firm is ready to fully return to the office, employees will have the flexibility of a hybrid work environment, spending some time working remote and sometime in the office.
• Employees and managers can discuss and decide what works best for them, with additional flexibility available based on their role, business needs, and individual circumstances.

*Subject to change as Schwab is continually evaluating the current environment in order to best care for the safety and well-being of our employees."