Charles Schwab Sr. Staff - Executive Technology Support in San Francisco, California

We believe that , when done right, investing liberates people to create their own destiny. We are driven by our purpose to champion every client’s goals with passion and integrity. We respect and appreciate the diversity of our employees, our clients, and the communities we serve. We challenge conventions strategically to create value for our clients, our firm and the world. We live and bring to life the concept of ‘own your tomorrow’ every day. We champion our employee strengths, guide their development, and invest in their long-term success. We hire optimistic, results-oriented, curious, innovative, and adaptable people with the desire to help our clients and one another succeed.

As a company, we were established by Chuck over 40 years ago to champion Main Street over Wall Street, and to help Americans transform themselves from earners to owners. Through advocacy and innovation, we work to make investing more affordable, accessible and understandable for all. As we enter our fifth decade, we are looking for talented, innovative and driven people who believe they can help themselves, and our clients, create a better future.

Our Opportunity:

The Workplace Technology Delivery (WTD) organization provides technology solutions and support for Schwab employees. Field Services as part of WTD, provides hands-on desk side technical support for Schwab employees, and the Executive Technology Group (ETG) is a subset of that team which maintains a steady focus on executives’ technology needs, with a goal of restoring service quickly and providing an outstanding customer experience.

What you’ll do:

This position is for an ETG (Executive Technology Group) Desktop Technician working with the most Senior Executives at Schwab. It is a dedicated support position interacting with the CEO of Charles Schwab & Co. Inc., and the Executive Vice Presidents that report to him. This position provides hands-on support on all workplace technology solutions including Computers, Telephony, Mobility, Printers, and Remote Access as well as all approved Schwab internal applications.

The Sr. Technology Service Analyst will leverage their subject matter expertise to resolve problems quickly. Unlike the rest of Schwab’s employees, the executives receive support directly from the ETG for break/fix and requests, and for Tier1-Tier3 issues (they do not call the service desk, nor do they work directly with engineers). The position is also responsible for documentation of issues using Remedy; configuration, and maintenance of desktops, laptops, VDI / Thin Clients, Printers, Mobile devices, and Telephony; fulfilling assigned Service Requests; educating customers on new technologies or changes with existing solutions; Investigating trends and partnering with Lead resources to evaluate, diagnose, and compile detailed information for engaging Engineers / Product owners / Developers to identify root cause and permanent fix of persistent customer issues; recommending, vetting, and implementing process improvements to increase customer productivity; submitting knowledge content for designated SME areas and edit existing content as needed.

What you have:

  • The successful candidate will have a Bachelor's degree in technology and/or a minimum 6-8 years’ experience supporting technology in an enterprise-wide internal Service Organization

  • Our preference is that the candidate has experience in an embedded support organization working directly with senior executives

  • They will also possess advanced systems administration and desktop technical support skills as well as intermediate knowledge with networking & Windows server OS

  • The candidate should have recent demonstrated experience or education with the following technologies: Windows XP, 7, and 8 Desktops / Laptops Network Printers Mobile Devices such as BlackBerriy, iPhone / iPad, and Windows Mobile VDI / Thin Clients Telephony BMC Remedy, remote connection tools, and Marimba / SCCM

  • Of utmost importance is that the ideal candidate will have superior customer service and communication skills, as well as a clear understanding and respect for their customers’ time

  • They must also be able to manage multiple priorities in a fast paced, changing team environment

  • Additionally the candidates must be able to recognize and act when escalations are needed, as well as possess the ability to self-start and work independently

  • The ideal candidate will have experience interfacing and communicating with senior level employees on a regular basis

  • Because the position works directly with the senior executives, the employees of the ETG dress daily in a manner that is consistent with that professional business environment

What you’ll get:

  • Everyday Wellness: Healthy Rewards, Onsite Fitness Classes, Healthy Choices, Wellness Champions

  • Financial Fitness: 401k Match, Employee Discounts, Personalized advice, Brokerage discounts

  • Work/Life Balance: Sabbatical, New Mothers returning to work Program, Tuition Reimbursement Programs, Time off to volunteer

  • Inclusion: Employee Resource Groups, Commitment to diversity, Strategic partnerships

  • Not just a job, but a career, with an opportunity to do the best work of your life

Learn more about Life@Schwab at http://www.aboutschwab.com/careers/lifeatschwab/" .

Charles Schwab & Co., Inc. is an equal opportunity and affirmative action employer committed to diversifying its workforce. It is Schwab's policy to provide equal employment opportunities to all employees and applicants without regard to race, color, religion, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), gender identity or expression, national origin, ancestry, age, disability, legally protected medical condition, genetic information, marital status, sexual orientation, protected veteran status, military status, citizenship status or any other status that is protected by law.

Position Located In: CA - San Francisco