Desired Skills and Experience

  • 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.
  • Bachelor’s Degree, OR, 4 additional years of related experience beyond the minimum required may be substituted in lieu of a degree.
  • 2+ years of relevant work experience related to PC, network, telecommunications, software or other IT technical operational support area 
  • 3+ 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
  • 2+ years of experience using the Service Now or Service Manager 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 HP (Printer/Desktop), HP Proliant APS.
  • Experience developing and using Microsoft Access queries and tables
  • 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.

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