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USAA

Service Desk Support Analyst – Intermediate Level

USAA

. Provide advanced technical and application support as an escalation point for entry-level Technical Support Specialists and frontline Service Desk operations .

Posted 10/26/2026full-timeSan Antonio • Texas • United StatesMid-LevelSenior💰 $45,470 - $76,730 per yearWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in providing advanced technical support and application troubleshooting, with a strong focus on incident management and service restoration. Proficient in ITIL practices and committed to continual service improvement and customer satisfaction.

Highest-signal resume keywords
ServiceNow ITSM ExperienceITIL Practices KnowledgeApplication Support ExpertiseCustomer Service SkillsIncident Management

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills
Technical SupportApplication TroubleshootingIncident ManagementData AnalysisProblem ManagementService RestorationConfiguration MonitoringService Level Agreement SupportContinual Service ImprovementRisk Management
Soft Skills
Communication SkillsAnalytical SkillsProblem-Solving SkillsAttention to DetailAbility to Manage Multiple Priorities
Tools & Technologies
ServiceNowITSM PlatformsBusiness ApplicationsTechnical Support ToolsMonitoring Tools
Certifications & Qualifications
ITIL Foundation CertificationCompTIA A+Network+HDI Certification
Industry Keywords
Service DeskIT OperationsTechnical SupportApplication SupportService Improvement Initiatives

Tech Stack

Tools & technologies
ITSMServiceNow

About the role

Key responsibilities & impact
  • Provide advanced technical and application support as an escalation point for entry-level Technical Support Specialists and frontline Service Desk operations
  • Resolve moderately complex issues and support service restoration activities
  • Manage incidents through resolution
  • Deliver white-glove technical support to executive leadership
  • Partner with level n technical support groups and business stakeholders to troubleshoot issues
  • Contribute to continual service improvement initiatives
  • Monitor delegated incidents, including affected configuration items, to support return-to-service activities
  • Provide application and business data support for application and software issues
  • Provide tool training and assistance
  • Monitor service level agreements and operations level agreements
  • Support quality control for customer service and technical knowledge
  • Handle moderately complex issues and identify training requirements
  • Research and analyze customer issues and determine short- and long-term fixes or support needs
  • Resolve moderately complex application system problems
  • Apply IT industry process framework methodology across support activities
  • Gather information, analyze data trends, and contribute to technical solutions
  • Collaborate with team members to resolve issues and identify appropriate escalations
  • Identify, measure, monitor, and control risks in accordance with risk and compliance policies and procedures
  • Participate in a 24x7 on-call rotation or work extended hours during major incidents as required

Requirements

What you’ll need
  • Bachelor's degree; OR 4 years of relevant education and/or experience
  • Experience in Service Desk, IT Operations, Application Support, or Technical Support environments
  • Experience using ServiceNow or similar ITSM platforms for incident, request, and workflow management
  • Experience troubleshooting applications, software, and technology-related issues
  • Knowledge of ITIL practices across Incident, Knowledge, Problem, and Change Management
  • Ability to analyze issues, identify root causes, and determine appropriate resolution or escalation paths
  • Experience supporting SLA and OLA performance objectives
  • Strong customer service, communication, analytical, and problem-solving skills
  • Ability to manage multiple priorities while maintaining quality and attention to detail
  • Experience serving as an escalation point for frontline Service Desk analysts
  • Experience supporting enterprise business applications and technology services
  • Experience identifying recurring issues and contributing to service improvement initiatives
  • Experience providing tool guidance, process coaching, or knowledge sharing to support teams
  • Experience supporting Problem Management and Continual Service Improvement (CSI) activities
  • ITIL Foundation Certification preferred
  • HDI, CompTIA A+, Network+, or related certifications preferred
  • Must not require visa sponsorship or immigration support, including H-1B, TN, or STEM OPT Training Plans

Benefits

Comp & perks
  • Remote or hybrid flexibility may be available for active-duty military spouses, consistent with applicable policy and business needs
  • Pay incentives may be available based on overall corporate and individual performance, at the discretion of the USAA Board of Directors
  • Comprehensive medical, dental, and vision plans
  • 401(k)
  • Pension
  • Life insurance
  • Parental benefits
  • Adoption assistance
  • Paid time off program
  • Paid holidays
  • 16 paid volunteer hours
  • Various wellness programs
  • Career path planning
  • Continuing education assistance