IT Technical Support Specialist-Mid Level

Job Description

Purpose of Job

Provides support and maintenance for hardware and/or software associated with USAA's voice, data and business application environments. Assist with return to service best practices to meet business needs and provide support of these processes to other teams. Works under minimal supervision. Performs moderately complex work assignments and problem resolution across systems, processes or channels.
We are currently seeking a talented IT Technical Support Specialist II for the San Antonio Home Office I.

Job Requirements

• Application Support monitors delegated incidents, including affected Configuration items. Responsible for providing overall knowledge in all areas of business as well as application.
• 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, identifies training requirements and recommends staffing needs to management.
• Performs research and analysis of customer pain and works with other areas to determine short and long term fixes/support needs.
• Provides support for resolving application system problems. Provides focus on IT industry process framework methodology across department in all support endeavors.
• Acquires and applies maturing knowledge of business, its applications and processes. 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.
• Other duties as assigned by management.

Requirements

• Associate degree, OR, 2 additional years of related experience beyond the minimum required may be substituted in lieu of a degree.
• 1 or more years of relevant work experience in PC, Network, Telecommunications, Server, Mainframe, Software or other I/T technical operational support area
• Proficient skills required: verbal communication, technical writing, listening, multitasking, detail oriented, analytical, and facilitating.

*Qualifications may warrant placement in a different job level*

When you apply for this position, you will be required to answer some initial questions. This will take approximately 5 minutes. Once you begin the questions you will not be able to finish them at a later time and you will not be able to change your responses.

Preferred Requirements

• Customer service / help desk experience

• Process improvement / process documentation experience

• Understanding of ITSM / ITIL

• Previous experience working at USAA as employee or contractor

• Experience using the Service Now or Service Manager Incident and Knowledge module in the tool.

• 2+ years of experience troubleshooting Windows environment.

• 2+ years of experience using Office 365.

• Network certifications, such as CCNA and/or Network plus.

• Experience with hardware and software troubleshooting within the desktop, laptop, and Citrix virtual remote support.

Relocation assistance is not available for this position.

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.

Must complete 12 months in current position (from date of hire or date of placement), or must have manager’s approval prior to posting.

Last day to apply to the opening is 8/29/19 by 11:59 pm CST time.