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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

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools
Technical SupportSoftware TroubleshootingPC Hardware ConfigurationWindows OS InstallationMacOS TroubleshootingMobile OS SupportSCCM/MECMVirtualizationDiagnostic ToolsMobile Device Management
Soft Skills
Written CommunicationVerbal CommunicationCustomer ServiceInterpersonal Skills