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TIAA CW-IT User Desktop Support Analyst I in Charlotte, North Carolina


TIAA is the leading provider of financial services in the academic, research, medical, cultural and government fields. We offer a wide range of financial solutions, including investing, banking, advice and education, and retirement services.


CW-IT User Support Analyst I

Coordinates and administers access to computer and network resources; ensures sound security access controls.

Key Responsibilities and Duties

  • Maintaining systems and access control lists to protect data from unauthorized users; identifying, reporting, and resolving common security violations.

  • Maintaining and distributing documentation and information on security-related practices through functioning as a team.

  • Providing technical support and troubleshooting when security or access problems occur.

  • Monitoring all procedures and audit logs to ensure that security is being maintained on all network devices.


  • No Experience Required

  • University (Degree), Preferred

Physical Requirements

  • Physical Requirements: Sedentary Work

Preferred Education

  • University (Degree)

Career Level


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 be located at TIAA office onsite office in Charlotte.

The anticipated term of this engagement will be 12 months. This term could be extended based on company business needs.

CW-IT User Desktop Support Analyst I

Job Summary:

  • Provides Tier 2 IT support for end-user computing devices to all TIAA-CREF employees and contingent workers in multiple offices around the world.

  • Responds to incidents and requests within a ticketing system, providing resolution within a complex fast-paced business environment.

  • Deploys and troubleshoots end user computing devices including laptops, desktops, printers, and wireless devices that are aligned with TIAA-CREF's business strategies and directions.

  • Install, configure, and troubleshoot Windows based operating systems, Microsoft Office and Internet browsers.

  • Install, configure, and troubleshoot Mac/Apple based operating systems and proprietary applications.

  • Configures and supports remote including VPN client and connectivity.

  • Provides customer training and knowledge documentation.

  • Complies with and supports ITIL change-incident-problem management processes and work instructions.

  • Troubleshoots incidents and fulfills requests within established Service Level Targets.

  • Adheres to Desktop and End User Computing processes, procedures, policies, and job aids.

  • Provides a high level of customer service.

  • Interacts with business end-users, Service Desk, engineering, IT Information Security, and technology providers.

  • Receives little instruction on day-to-day operations and general instruction on new assignments from management.

Minimum Associates degree in Computer Science, Information Technology, or equivalent work experience and technical qualifications required.

  • Minimum 4 year experience in an information technology technical support position providing computer support and break/fix services.

  • Experience in end-user support within a financial service environment preferred.

  • Experience in Service Desk or Customer Support role a plus.

  • Familiarity with Software Distribution tools such as SCCM preferred. Service Now a plus.

  • Experience with Windows OS, MS Office, Active Directory, Group policies, anti-virus software, Windows domain networking, local area networking.

  • Experience with wireless technology such as Android, iPhones, iPads, remote access software, wireless routers, personal firewall, VPN and Citrix.

  • Experience with current desktop, laptop, peripheral technologies.

  • Experience with Virtual Desktops, Office 365, Cloud supported systems.

  • Experience with imaging machines

  • Experience utilizing client remote control solutions.

  • Strong written/verbal communications skills, and possess the ability to interface with end-users effectively at all levels of the organization.

  • Ability to perform in a dynamic environment with changing schedules and priorities.

  • Ability to handle heavy volume of equipment deployments and collections

  • Workload may consist of 10-20 deployment/collection tasks and/or 25-30 desktop support incidents weekly

  • Physical ability to lift 30-50lbs on a daily basis

  • Previous Service Desk (level 1) experience a plus

  • Self-motivated and willingness to adapt to different roles within Desktop Support services.

  • Possesses a friendly, can-do attitude.

  • Always intrigued by how things are done. Questioning and challenging status quo.

Start Date: 24-May-2021

End Date: 29-May-2022

Travel Required:Potential Salary: $47.43 USD

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. In addition to base salary, the competitive compensation package may include, depending on the role, participation in an incentive program linked to performance (for example, annual discretionary incentive programs, non-annual sales incentive plans, or other non-annual incentive plans).

The organization is committed to making financial well-being possible for its clients, and is equally committed to the well-being of our associates. That’s why we offer a comprehensive Total Rewards package designed to make a positive difference in the lives of our associates and their loved ones. Our benefits include a superior retirement program and highly competitive health, wellness and work life offerings that can help you achieve and maintain your best possible physical, emotional and financial well-being. To learn more about your benefits, please review our Benefits Summary (https://www.tiaa.org/public/pdf/benefits-at-a-glance.pdf) .

We are an Equal Opportunity/Affirmative Action Employer. We consider all qualified applicants for employment regardless of age, race, color, national origin, sex, religion, veteran status, disability, sexual orientation, gender identity, or any other protected status.

Read more about the Equal Opportunity Law here (https://www.dol.gov/general/topics/posters) .

TIAA offers support for those who need assistance with our online application process to provide an equal employment opportunity to all job seekers, including individuals with disabilities.

If you are a U.S. applicant and desire a reasonable accommodation to complete a job application please use one of the below options to contact our accessibility support team:

Phone: (800) 842-2755

Email: accessibility.support@tiaa.org

For residents of California, please click here (https://www.tiaa.org/public/tiaa-nuveen-ca-privacy) to access the TIAA CA Applicant Privacy Notice.

For residents of the EU / UK, please click here (https://www.tiaa.org/public/nuveen-eu-uk-privacy) to access the EU / UK Pre-employment Notice.

For all other residents, click here (http://www.tiaa.org/public/tiaa-nuveen-privacy) to access the Applicant Privacy Notice.

TIAA started out over 100 years ago to help ensure teachers could retire with dignity. Today, many people who work at not-for-profits rely on our wide range of financial products and services to support and strengthen their financial well-being.