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TIAA

Technical User Support Analyst I

TIAA

Technical User Support Analyst providing IT support for TIAA employees with a focus on troubleshooting hardware and software issues. Ensures a high level of customer service in a dynamic environment.

Posted 7/1/2026full-timeCharlotte • North Carolina • 🇺🇸 United StatesJuniorMid-Level💰 $26 - $36 per hourWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in providing technical support, troubleshooting hardware and software issues, and delivering exceptional customer service in a fast-paced environment. Proficient in managing desktop environments and utilizing ITSM tools for effective incident resolution.

Highest-signal resume keywords
Technical Support ExperienceWindows Operating System TroubleshootingMicrosoft 365 AdministrationITSM Ticketing ToolsDesktop & Laptop Hardware Troubleshooting

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills
Technical SupportSoftware TroubleshootingPC Hardware ConfigurationWindows OS InstallationMacOS TroubleshootingMobile OS SupportSCCM/MECMVirtualizationDiagnostic ToolsMobile Device Management
Soft Skills
Written CommunicationVerbal CommunicationCustomer ServiceInterpersonal Skills
Tools & Technologies
ITSM Ticketing ToolsSCCM/MECMCitrixVMWareMicrosoft 365
Industry Keywords
End User TrainingIncident ManagementProblem ResolutionDynamic EnvironmentRemote Support

Tech Stack

Tools & technologies
CitrixITSMMacOSVMware

About the role

Key responsibilities & impact
  • Provides day-to-day technical support to employees
  • Responds to problems through discussion with users
  • Provides a high level of customer service while working in a dynamic environment
  • Provides end user training and knowledge documentation
  • Deploys, procures, and collects desktop equipment from end users
  • Provides second level end-user PC support for staffed locations and remote offices
  • Performs configuration/installation and troubleshooting of PC hardware
  • Installs, configures, and troubleshoots Windows operating systems, MacOS, Microsoft Office Suite and other applications
  • Provides incident & problem summaries, status reports, and project status as required
  • Coordinates with 2nd and 3rd tier teams to ensure timely resolution of technology issues

Requirements

What you’ll need
  • +2 years of Technical Support experience
  • Strong written and verbal communications skills
  • Ability to interface with end-users effectively at all levels of the organization
  • Level 1 & Level 2 Desktop Support
  • Hardware - Desktop & Laptop troubleshooting
  • Excellent software troubleshooting skills
  • ITSM Ticketing Tools
  • OS - Windows, MAC, and Mobile OS
  • SCCM/MECM
  • Virtualization (Citrix, VMWare)
  • Microsoft 365 administration
  • Mobile Device Management
  • VPN, RSAT, Diagnostic Tools
  • Apple hardware and software troubleshooting

Benefits

Comp & perks
  • Comprehensive Total Rewards package
  • Superior retirement program
  • Highly competitive health, wellness and work life offerings