IT Service Support Sr. Specialist

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 Group is responsible for providing 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 to support of technology hardware (Desktops, Laptops, etc.), virtual desktops (VM/VDI), software, mobile device and video conferencing.

As an IT - Service Support Senior Specialist , you'll play a critical role in enabling employee productivity by delivering high‑quality onsite and remote technical support. You'll partner closely with colleagues across the organization to diagnose issues, resolve incidents, and continuously improve the end‑user technology experience. This role is ideal for someone who enjoys solving complex problems, collaborating with others, and contributing to a service‑driven culture.

What You'll Do

• Provide onsite/deskside and remote Level 2 technical support for end‑user systems 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 and cross‑functional teams to support projects and continuous improvement initiatives
• Identify recurring issues and contribute ideas to improve processes, tools, and user experience
• Work independently on day‑to‑day responsibilities while seeking guidance on new or complex assignments when needed

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.