It User Support Specialist Ii

This is a Non-Employee Contingent Worker Role providing services for TIAA’s family of companies and will be employed by TIAA's preferred 3rd Party Supplier. As a Non-Employee CW, perform a variety of moderately complex business planning, support, and project-related duties. Demonstrates an exceptional standard of quality and holds themselves accountable to achieving excellent results.

This role will sit onsite, likely in a hybrid capacity, at the location(s) listed in this posting.

The IT User Support Specialist II provides day-to-day technical support to employees for a range of hardware and software related systems. Under limited supervision, this job responds to problems through discussion with users, which includes trouble shooting, fault rectification and problem escalation.

The IT User Support Specialist II provides day-to-day technical support to employees for a range of hardware and software related systems. Under limited supervision, this job responds to problems through discussion with users, which includes trouble shooting, fault rectification and problem escalation.

This role is onsite in our Washington DC office Washington, DC - 601 13th Street NW.

Key Responsibilities and Duties
Provide a high level of customer service while working in a dynamic complex environment
under limited supervision and direction. Provide second level end-user PC support for
staffed locations and remote offices.

• Provide high level on-site call center support

Perform configuration/installation and troubleshooting of PC hardware including laptops,
VDI, desktops, tablets/iPads, printers, messaging and mobile devices, and MIFI
Install, configure, and troubleshoot Windows operating systems, MacOS, Microsoft Office Suite other applications.

• Provide incident & problem summaries, status reports, and project status as required

Comply with and support ITIL change-incident-problem-asset management processes and work instructions

• Coordinate with 2nd and 3rd tier teams to ensure timely resolution of complex end user

technology issues and incidents to ensure meeting agreed upon service levels

• Maintain highly accurate inventory records
• Provide end user training and knowledge documentation
• Deploy, procure, and collect desktop equipment from end users.

Good Soft & communication skill required.

Educational Requirements

• Vocational and/or Technical Education Preferred

Work Experience

• 3+ Years Required; 5+ Years Preferred

Physical Requirements

• Physical Requirements: Heavy Work

Actual base salary may vary based upon, but not limited to, relevant experience, time in role, base salary of internal peers, prior performance, business sector, and geographic location.

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Equal Opportunity

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