IT User Support Specialist providing technical support and managing new laptop deployments for TIAA. Collaborating closely with Desktop, Service Desk, and Engineering teams to deliver exceptional customer service.
Responsibilities
Independently manage multiple daily work priorities around scheduled appointments
Adheres to Desktop and End User Computing processes, procedures, policies, and job aids
Provides customer training and knowledge documentation
Deploys new hardware to end-users including backup and transfer of end-user data and files from old PC to new PC
Provides a high level customer experience at all levels of the organization, while meeting weekly build and deployment targets in a dynamic, complex environment
Demonstrated ability to write, speak, and document in a neutral and detailed professional manner
Requirements
3+ Years of experience in a customer service or support role
2 years of experience in information technology
Vocational and/or Technical Education Preferred
Degree or certification in Information Technology Preferred
Functional knowledge and experience with: Windows, VDI, MAC, and multiple hardware device profiles
Inventory management, Support ticketing, Shipping processes
Endpoint tools, Service Now, CMDB, USMT, SCCM, Microsoft 365
Benefits
Health, wellness, and work life offerings
Superior retirement program
Participation in an incentive program based on performance
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