Service Desk Support Analyst-Intermediate Level

Why USAA?

At USAA, our mission is to empower our members to achieve financial security through highly competitive products, exceptional service and trusted advice. We seek to be the #1 choice for the military community and their families.

Embrace a fulfilling career at USAA, where our core values – honesty, integrity, loyalty and service – define how we treat each other and our members. Be part of what truly makes us special and impactful.

We are proud to support active-duty military spouses. USAA roles may offer remote or hybrid flexibility for active-duty military spouses consistent with applicable policy and business needs.

The Opportunity

We are seeking a dedicated Service Desk Support Analyst-Intermediate Level to provide advanced technical and application support while serving as an escalation point for entry-level Technical Support Specialists and frontline Service Desk operations. This role is responsible for resolving moderately complex issues, supporting service restoration activities, managing incidents through resolution, and delivering white-glove technical support to executive leadership to ensure an exceptional support experience and continuity of business operations.

Operating within an ITIL-aligned IT Service Management (ITSM) framework, this position is part of the Service Desk Operations team, partners with level n technical support groups, and business stakeholders to troubleshoot issues, improve service reliability, and contribute to continual service improvement initiatives that enhance operational performance and customer experience.

We offer a flexible work environment that requires an individual to be in the office 4 days per week. This position will be based in San Antonio, TX. Relocation assistance is not available for this position.

NOTE: This job may require 24x7 on-call rotation or extended hours during major incidents. High-pressure, fast-paced operational environment requiring rapid decision-making.

What You'll Do:

• Monitors delegated incidents, including affected configuration items to support return to service activities.

• Under limited supervision provides general knowledge in a specific application or Function or Line of Business data and business applications to address application and or software issues.

• Responsible for tool training and assistance, service level agreement/operations level agreement monitoring, and quality control for customer service and technical knowledge.

• Handles moderately complex issues and analysis and identifies training requirements.

• Performs research and analysis of customer issues and works with other areas to determine short and long term fixes/support needs.

• Provides support for resolving moderately complex application system problems.

• Provides focus on IT industry process framework methodology across department in all support endeavors.

• Gathers information, analyzes data trends, and contributes to the development of technical solutions.

• Collaborates with team members to resolve issues and to identify appropriate issues for escalation.

• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

What You Have:

• Bachelor's degree; OR 4 years of relevant education and/or experience.

• Experience in Service Desk, IT Operations, Application Support, or Technical Support environments.

• Experience using ServiceNow or similar ITSM platforms for incident, request, and workflow management.

• Experience troubleshooting applications, software, and technology-related issues.

• Knowledge of ITIL practices across Incident, Knowledge, Problem, and Change Management.

• Ability to analyze issues, identify root causes, and determine appropriate resolution or escalation paths.

• Experience supporting SLA and OLA performance objectives.

• Strong customer service, communication, analytical, and problem-solving skills.

• Ability to manage multiple priorities while maintaining quality and attention to detail.

What Sets You Apart:

• Experience serving as an escalation point for frontline Service Desk analysts.

• Experience supporting enterprise business applications and technology services.

• Experience identifying recurring issues and contributing to service improvement initiatives.

• Experience providing tool guidance, process coaching, or knowledge sharing to support teams.

• Experience supporting Problem Management and Continual Service Improvement (CSI) activities.

• ITIL Foundation Certification preferred.

• HDI, CompTIA A+, Network+, or related certifications preferred.

Compensation range: The salary range for this position is: $ 45,470 - $ 76,730.

USAA does not provide visa sponsorship for this role. Please do not apply for this role if at any time (now or in the future) you will need immigration support (i.e., H-1B, TN, STEM OPT Training Plans, etc.).

Compensation: USAA has an effective process for assessing market data and establishing ranges to ensure we remain competitive. You are paid within the salary range based on your experience and market data of the position. The actual salary for this role may vary by location.

Employees may be eligible for pay incentives based on overall corporate and individual performance and at the discretion of the USAA Board of Directors.

The above description reflects the details considered necessary to describe the principal functions of the job and should not be construed as a detailed description of all the work requirements that may be performed in the job.

Benefits: At USAA our employees enjoy best-in-class benefits to support their physical, financial, and emotional wellness. These benefits include comprehensive medical, dental and vision plans, 401(k), pension, life insurance, parental benefits, adoption assistance, paid time off program with paid holidays plus 16 paid volunteer hours, and various wellness programs. Additionally, our career path planning and continuing education assists employees with their professional goals.

For more details on our outstanding benefits, visit our benefits page on USAAjobs.com.

Applications for this position are accepted on an ongoing basis, this posting will remain open until the position is filled. Thus, interested candidates are encouraged to apply the same day they view this posting.

USAA is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.