IT Service Specialist
Plano, TX

Job Description

Purpose of JobProvides installation, set-up, repair and consultative servicing and software/network support to the end-user community for personal computers, low-end servers, and low-end printers.

Troubleshoots and isolates issues; replaces, tests, calibrates, and repairs hardware and/or software, and documents all actions required to ensure the correct operation of equipment.

Restores equipment to meet pre-determined configurations or standards. Ensures support provided meets warranty or contractual obligations. May provide limited desk side training for end users requiring assistance.

Job Requirements

Tasks:

Develops and implements procedures to provide technical, analytical and strategic support for IT hardware and software to meet business needs in the installation and relocation of IT equipment. Performs research, analysis and reporting in the maintenance of USAA IT assets (IT Asset Management).

Monitors and analyzes metrics concerning production statistics, equipment problems, systems failures and IT assets. Produces ad hoc reports to facilitate effective operational response.

Resolves systems performance problems for the IT desktop equipment environment.

Consults with customers on operational response issues and assists them in setting a strategic direction for their IT equipment. Assist in Coordination with Change Management team to provide impact analysis to support teams. .

Maintains and monitors the IT inventory. Ensures financial accuracy and compliance with corporate policies. Provides analytical support for IT assets from acquisition to disposal.

Under minimal supervision, provides technical support during disaster recovery and/or business continuation exercises and may be called upon as an on-site catastrophe (CAT Team) resource.

Partners with other lines of business support teams and contracted third-party vendors in the support of special projects involving the installation, relocation or refreshing of IT equipment throughout the Enterprise.

Minimum Education:

Bachelor's Degree

4 additional years of related experience beyond the minimum required may be substituted in lieu of a degree.

Minimum Experience:

2 or more years of relevant work experience related to PC, network, telecommunications, software or other IT technical operational support area

3 or more years of experience in a customer support or customer contact position in an IT operating environment

Basic knowledge of IT asset management, work order, and software request systems; Knowledge of and experience performing IT hardware or software asset management competencies, authoring technical documentation and developing process swim-lanes and internal procedures; Experience managing projects in a related operating environment; Solid experience using Microsoft Excel and other Office products; Must be able demonstrate strong oral and written communication skills.

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 3,000 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:

* Develops and implements procedures to provide technical, analytical and strategic support for IT hardware and software to meet business needs in the installation and relocation of IT equipment. Performs research, analysis and reporting in the maintenance of USAA IT assets (IT Asset Management).
* Monitors and analyzes metrics concerning production statistics, equipment problems, systems failures and IT assets. Produces ad hoc reports to facilitate effective operational response.
* Resolves systems performance problems for the IT desktop equipment environment.
* Consults with customers on operational response issues and assists them in setting a strategic direction for their IT equipment. Assist in Coordination with Change Management team to provide impact analysis to support teams. .
* Maintains and monitors the IT inventory. Ensures financial accuracy and compliance with corporate policies. Provides analytical support for IT assets from acquisition to disposal.
* Under minimal supervision, provides technical support during disaster recovery and/or business continuation exercises and may be called upon as an on-site catastrophe (CAT Team) resource.
* Partners with other lines of business support teams and contracted third-party vendors in the support of special projects involving the installation, relocation or refreshing of IT equipment throughout the Enterprise.

Minimum Experience:

* Bachelor's Degree
* 4 additional years of related experience beyond the minimum required may be substituted in lieu of a degree.
* 2 or more years of relevant work experience related to PC, network, telecommunications, software or other IT technical operational support area
* 3 or more years of experience in a customer support or customer contact position in an IT operating environment

Basic knowledge of IT asset management, work order, and software request systems; Knowledge of and experience performing IT hardware or software asset management competencies, authoring technical documentation and developing process swim-lanes and internal procedures; Experience managing projects in a related operating environment; Solid experience using Microsoft Excel and other Office products; Must be able demonstrate strong oral and written communication skills.

* 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 able to change your responses.

Preferred Qualifications:

* 2+ years of experience using the Service Now Incident and Knowledge module in the tool.
* 2+ years of experience troubleshooting Windows environment.
* 2+ years of experience using Office 365.
* Network certifications preferred, such as CCNA and/or Network plus.
* Experience working with Dell Desktops, Dell/MAC Laptops.
* Experience with hardware and software troubleshooting within the desktop, laptop, and virtual environment.
* Experience with hardware and software troubleshooting with Citrix virtual remote support.
* A+ certification preferred

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.

At USAA our employees enjoy one of the best benefits package in the business, including a flexible business casual or casual dress environment, comprehensive medical, dental and vision plans, along with wellness and wealth building programs. Additionally, our career path planning and continuing education will assist you with your professional goals.

Relocation assistance is not available for this position.

For Internal Candidates:

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 for internal candidates to apply to the opening is 07/2/19 by 11:59 pm CST time.