Job Information

TIAA CW-IT User Support Analyst in Waltham, Massachusetts

CW-IT User Support Analyst II

Responds and resolves cyber security incidents. Acts as a triage specialist to incidents. Escalates trouble tickets to Tier 2 Analyst(s) as needed.

Key Responsibilities and DutiesEssential Functions

  • Monitors the operation of systems and networks to ensure business continuity. Reviews the latest alerts to determine relevancy and urgency.

  • Scans to identify security vulnerabilities and potential risks; takes effective measures to prevent and reduce cyber security incidents.

  • Analyzes potential risks, vulnerabilities, malware, etc.; as needed.

  • Contributes to security audit on a regular basis to ensure compliance with cyber security policies and standards. Manages and configures security monitoring tools (netflows, IDS, correlation rules, etc.).

QualificationsRequiredMinimum Experience

  • 0-2 years

FINRA Registrations

  • No Securities Registration Required

Physical Requirements

  • Physical Requirements: Sedentary Work

Skills and Competencies

  • Information Capture: Describes key benefits, drawbacks and rationale for documenting relevant information. Identifies information capture needs in own area. Explains organizational methods for documenting, identifying and recording information. Provides examples of the risks associated with failing to record relevant information.

  • Flexibility and Adaptability: Accepts new or radical ideas with an open mind; avoids snap reactions. Identifies and considers alternative approaches to situations or problems. Demonstrates willingness to listen to other opinions. Adjusts to new or changing assignments, processes, and people. Provides examples of shifting from task to task.

  • Problem Solving: Develops alternative techniques for assessing accuracy and relevance of information. Helps to analyze risks and benefits of alternative approaches and obtain decision on resolution. Identifies and documents specific problems and resolution alternatives. Examines a specific problem and understands the perspective of each involved stakeholder. Uses fact-finding techniques and diagnostic tools to identify problems.

  • Effective Communications: Delivers helpful feedback that focuses on behaviors without offending the recipient. Makes oral presentations and writes reports needed for own work. Looks for and considers non-verbal cues from individuals and groups. Listens to feedback without defensiveness and uses it for own communication effectiveness. Avoids technical jargon when inappropriate.

  • Accuracy and Attention to Detail: Processes limited amounts of detailed information with good accuracy. Accurately gauges the impact and cost of errors, omissions, and oversights. Learns from mistakes and applies lessons learned. Utilizes specific approaches and tools for checking and cross-checking outputs. Develops and uses checklists to insure that information goes out error-free.

  • Analytical Thinking: Names specific tools or techniques that can be used to support the analytical thinking process. Gives examples of how analytical thinking has been used to resolve problems. Describes specific software applications or products used for business analytics. Helps others research and learn more about business analytics tools and applications.

  • Taking Ownership: Provides examples of various ownership behaviors. Discusses examples and impacts where lack of ownership contributed to problems. Describes the importance and relationship of 'taking ownership' to job performance. Pursues personal development to enhance one's proficiency with taking ownership.

  • Tolerance for Ambiguity and Stress: Accommodates different levels of ability to respond to change. Responds to changes in others' roles and responsibilities. Adapts easily to changing work demands. Diagnoses unresolved issues that result from change programs. Maintains reasonable boundaries between work and personal life.

  • Data Networks: Differentiates between wired and wireless data networks. Explains key protocols and standards for data transmission. Identifies the key concepts and features of data networks. Describes major facilities, software and hardware used in data networks.

  • Network Architecture: Cites the application of various techniques and tools for network architecture. Explains the basic concepts associated with network architecture. Describes industry standards, policies or rules related to network architecture. Identifies the major activities involved in network architecture.

  • Information Technology (IT) Security Policies: Outlines the objectives and scopes of IT security policies. Identifies current initiatives and key elements related to organizational IT security policies. Describes expected benefits of effective organizational IT security policies, standards and procedures. Explains the importance of defining and following IT security policies, standards and procedures.

  • Information Security Technologies: Installs, upgrades or maintains firewall technology or anti-virus software. Explains computer forensics, authentication mechanisms and digital certificates. Participates in evaluating information security features against business requirements. Utilizes a specific hardware or software security technology to control risks. Collects and documents information about new information security tools.

  • Network and Internet Security: Lists commonly used tools and technologies for monitoring the network's Internet and security force. Describes common network and Internet security threats and violations. Describes key features of installed network and Internet security systems. Documents the differences among intranet and Internet security issues.

  • Mobile Security: Documents the information and resources related to notable mobile malicious programs. Describes the goals and objectives of mobile security management. Identifies common mobile attacks based on communication and vulnerabilities in applications. Lists tools and technologies used in monitoring, preventing and managing mobile threats.

  • Information Assurance: Identifies common information assurance tools in the market place. Describes the steps or procedures involved in general information assurance. Defines basic terms, functions and components of information assurance. Cites uses of information assurance within the organization.

  • Cybersecurity Risk Management: Assesses the value of organizational assets. Produces and interprets common cyber risk assessment and management reports. Analyzes and documents cyber security threats specific to your organization. Applies the methods and processes used in tracking and prioritizing vulnerabilities in organizational cyber environment. Responds to cyber security incidents following established security protocols.

  • Vulnerabilities Assessment: Differentiates vulnerabilities assessment from penetration testing. Describes the concepts and objectives of vulnerabilities assessment. Lists the commonly used Vulnerability Assessment Systems and explains their functionality. Explains the processes and procedures of vulnerabilities assessment of cybersecurity.

  • Security Information and Event Management (SIEM): Assists in deploying SIEM applications upon all kinds of digital devices. Responds to Internet incident following defined processes. Composes standard reports on cyber security compliance utilizing dashboard function. Configures and calibrates identity and access management applications. Performs real-time monitoring tasks on organizational network.

Company OverviewAs a part of TIAA’s Financial Solutions business, TIAA Bank, a division of TIAA, FSB, provides full-service, nationwide banking and lending services to consumer, commercial and institutional clients through a variety of channels, including online, its Florida-based financial centers and at other business offices throughout the country.

Equal Employment Opportunity EEO statement text

CW Technical Support Specialist


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 and Waltham area offices and other remote locations. Your role will be responsible for 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.

This is a Contingent worker role, length of assignment could be up to 24 months. The role be be onsite in located either in Boston or Waltham, MA.


  • 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

  • Assist and train other associates on incident and problem management & resolution

  • Deploy and collect desktop equipment from end users

  • Maintain highly-accurate inventory records

  • Support in a mixed environment which includes VDI


Required Experience

  • Bachelors’ degree preferred

  • 2 or more years of 2nd desktop related support

  • Experience with Service Now or a similar incident management system

  • Experience in supporting Executive Leadership

Desired Experience

  • 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

  • Technology asset management (ITAM) a plus

Start Date: 27-Sep-2021

End Date: 07-Sep-2023

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).

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.

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


Privacy Notices

For residents of California, please click here ( to access the TIAA CA Applicant Privacy Notice.

For residents of the EU / UK, please click here ( to access the EU / UK Pre-employment Notice.

For all other residents, click here ( 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.