Job Information

TIAA Sr Desktop Support Technician in Boston, Massachusetts

Senior IT User Support Specialist

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

Key Responsibilities and Duties

  • Resolves technical problems and answers queries by telephone or self-service ticket in support computer hardware, software, network, system/application access, and telecommunications systems.

  • Reads technical manuals, confers with users, or conducts computer diagnostics to provide technical support and resolve problems.

  • Utilizes historical database records to diagnose user issues and provide potential solutions.

  • Maintains records of daily data communication transactions, problems and remedial actions taken, or installation activities.

  • Alerts management to recurring problems and patterns of problems.


  • No Experience Required; 2 Years Preferred

  • High School, Preferred

Physical Requirements

  • Physical Requirements: Sedentary Work

Preferred Education

  • High School

Career Level



As a Senior Technical Support Specialist you will have the opportunity to provide 2nd support for end-user computing devices to employees in our Boston area offices and other remote locations. Your role will be responsible for day to day support, deploying all local technology assets as well as collecting technology assets. You will also respond to desktop related incidents and requests and will carry out the coordination and implementation of various rollouts (e.g. version upgrades and patch management) of applications, hardware, and operating systems.


  • Under limited supervision and direction, provide second/third level end-user PC support

  • Perform configuration/installation and troubleshooting of PC hardware and software, including laptops, desktops, tablets/iPads, printers, messaging and mobile devices, and MIFI

  • Install, configure, and troubleshoot Windows based operating systems, Microsoft Office & Outlook products and provide application support to end users, including the backup, recovery and migration of end user data

  • Support hardware and software testing

  • Support Apple hardware and Operating systems

  • Diagnose software and hardware errors and compatibility issues

  • Provide end user training and knowledge documentation

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

  • Provide PC desktop support for hub locations, and remote offices and users

  • 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

  • Manage small scale projects from initial assessment to implementation

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

  • Provide event and crisis management support as necessary

  • Provide a high level of customer service while working in a dynamic complex environment


Required Experience

  • 5+ years’ experience of 2nd desktop related support

  • Experience with ServiceNow or a similar incident management system

  • Experience in supporting Executive Leadership

Preferred Experience

  • Bachelors’ degree preferred

  • Strong written and 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

  • Possess a friendly, can-do attitude and flexible with work schedule.

  • Technology asset management (ITAM) a plus

Potential Salary: $36.35 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).

Company Overview

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.

COVID-19 Vaccination

TIAA requires all U.S. employees to be fully vaccinated against COVID-19 and provide documentation of full vaccination, unless you qualify for an accommodation as determined by TIAA consistent with applicable law.

Benefits and Total Rewards

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 ( .

Equal Opportunity

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 ( .

Accessibility Support

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


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