IT Technical Support Specialist Senior

Job Description

Purpose of Job

We are seeking a talented IT Technical Support Specialist for our Charlotte, NC facility.
USAA values a culture that is highly collaborative, and we have found that a hybrid work type helps employees gain the best of both worlds – collaborating in-person in the office and working from home when needed to achieve focused deliverables. The actual days onsite are determined between each employee and the employee’s manager.
Join USAA and support our local office by providing frontline technical support to our end users. The candidate will work with a variety of teams throughout USAA to include Service Desk, Deskside Support, Networking, Voice, and AV/Collaboration. There will be 3rd party support vendors onsite to assist. The individual hired for this role will act as a Tech Lead. With their deep technical knowledge, this individual will guide and coach these teams, and new employees located at this site.
Within defined guidelines and framework, provides support and maintenance for software associated with USAA's data and business application environments. Assists with return to service best practices to meet business needs and provides support of these processes to other teams. Performs moderately complex work assignments and problem resolution across systems, processes or channels.

Job Requirements

About USAA

USAA knows what it means to serve. We facilitate the financial security of millions of U.S. military members and their families. This singular mission requires a dedication to innovative thinking at every level.

USAA Careers – World Class Benefits (31 seconds)

ABOUT USAA IT

Our most important qualification isn't technical, it's human. Here, we don't just sit in front of a screen. We stand behind our 12 million members who rely on us every day.

We are over 5,000 employees strong, a passionately supportive and collaborative team built on agile principles. We've been a top-two Computerworld 100 Best Places to Work in IT five years in a row and were recently named a Top 50 Employer for Minority Engineers & IT by Workforce Diversity Magazine.

See what it's like to work for a company where your passion meets our purpose:

PRIMARY RESPONSIBILITIES:

• Identifies and manages existing and emerging risks that stem from business activities and the job role.
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled.
• Follows written risk and compliance policies and procedures for business activities.
• Develops and implements complex processes and provides oversight related to incidents, including affected configuration items to support return to service activities.
• Assists team members in contributing to their maximum ability by providing guidance and direction; implements, improves and documents new and existing policies, procedures and processes for IT systems
• Provides SME guidance to team, innovates and challenges the status quo, initiates and leads continuous improvement efforts; shares knowledge and best practices to improve and standardize processes.
• Applies advanced knowledge of business, its applications and processes to synthesize analyses, identify root causes, and develop and recommends key work products such as reports and process improvement opportunities.
• Serves as a mentor to peers and team members for assigned area of responsibility.
• Independently mitigates risk of external publisher software compliance audits and provides support and oversight to cross- organizational team members.
• Partners with application development on training needs and requirements and recommends staffing needs to management.
• Partners with the engineer teams to share insights, identify gaps and recommend improvements into the usability of applications.

MINIMUM REQUIREMENTS:

• High School Diploma or General Equivalency Diploma
• 4 years of relevant experience in a COSA’s business applications and or data environment, including 2 or more years of relevant experience resolving complex systems issues.
• Advanced business acumen in the supported COSA.
• Advanced verbal communication, technical writing, listening, multitasking, detail oriented, analytical, and facilitating.
• Advanced knowledge of ITIL best practices across Incident, Knowledge, Problem and Change.
• Demonstrated leadership and experience applying return to service and ITIL best practices across a team environment.

PREFERRED EXPERIENCE:

• ITIL Certification.
• Experience working in Agile environment.
• Experience running traces on laptops/desktops/PCs.
• Setting up traces for networking equipment.
• Experience managing/leading other technical support specialists.

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.

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 position. The salary range for this position is: $60,300.00- $108,600.00* (this does not include geographic differential it may be applied based on your work location)

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

*Geographical Differential:

Geographic pay differential is additional pay provided to eligible employees working in locations where market pay levels are above the national average.

Shift premium:

Will be addressed on an individual-basis for applicable roles that are consistently scheduled for non-core hours.

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.

Please click on the link below for more details.

USAA Total Rewards

Relocation assistance is Not Available for this position.