Job Information
Charles Schwab IT - Service Support Sr. Specialist in Richfield, Ohio
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 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 experience in a service desk, desktop support, orend‑usertechnology 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‑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’s in it for you:
At Schwab, we’re committed to empowering our employees’ personal and professional success. Our purpose-driven, supportive culture, and focus on your development means you’ll get the tools you need to make a positive difference in the finance industry. 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
Schwab is an affirmative action employer, focused on employing and advancing in employment, qualified women, racial and ethnic minorities, protected veterans, and individuals with disabilities in the workplace. If you have a disability and require reasonable accommodations in the application process, contact Human Resources at applicantaccessibility@schwab.com or call 800-275-1281.