Our vision for the future is based on the idea that transforming financial lives starts by giving our people the freedom to transform their own. We have a flexible work environment, and fluid career paths. We not only encourage but celebrate internal mobility. We also recognize the importance of purpose, well-being, and work-life balance. Within Empower and our communities, we work hard to create a welcoming and inclusive environment, and our associates dedicate thousands of hours to volunteering for causes that matter most to them.

Chart your own path and grow your career while helping more customers achieve financial freedom. Empower Yourself.

The Senior Technical Specialist, under general guidance, serves as a Tier II point of contact for IT related assistance and information for our internal and external clients. Responsible for taking, processing, and resolving generally complex calls on a variety of topics, administers the daily desktop support function (hardware, software, network support) for home office employees including virtual workstations and peripheral equipment, providing quality support services with a high degree of customer satisfaction, expertise, and timeliness. This includes evaluating and analyzing the request/concern, quickly interpreting the situation, determining the appropriate resolution and/or escalation, and communicating the resolution and escalation to the customer in accordance with company and IT policies and procedures

DUTIES / RESPONSIBILITIES / ESSENTIAL FUNCTIONS:

• Professionally and accurately responds to phone and/or email inquiries from internal and external clients regarding complex IT questions, issues, problems, and status changes. This will include telephone, chat, e-mail and drop-in face-to-face interactions.
• Installs, configures, maintains and upgrades PC hardware, software, and peripheral devices (such as printers, scanners, mobile/smart phones) related to desktop infrastructure, in accordance with department standards
• Performs/supports complex installations and maintenance for end-users, deferring more complex tasks to senior level staff.
• Troubleshoots and resolves problems via in person, telephone and/or email in a timely and accurate manner.
• Troubleshoots and resolves end user LAN/WAN/Internet connectivity issues according to company policy.
• Maintains user account information including security and network access according to systems standards and company policy.
• Develops, maintains and/or delivers related workstation training (in-person, standard resource, etc) to end-users
• Quickly and accurately resolves inquiries in professional, sensitive, customer-focused manner in accordance with policies and procedures
• Escalates complex cases, in accordance with and as defined by IT policies and best practices with appropriate and complete documentation on work performed to date
• Interfaces with other technology team members, as well as internal and external resources to furnish or obtain needed information to close cases not escalated.
• Educate clients of self-service tools and other systems available to them and encourages their use as appropriate.
• Discerns opportunities to improve knowledge base and informs senior associates or manager 
• Meet or exceed all individual call and transaction performance measures.
• Commitment to the protection of privacy for all associate data.
• Maintains high degree of confidentiality.
• Re prioritize tasks to meet fluctuating workflow.

EDUCATION:

• BS or BA degree in computer science or related field preferred but not required

OTHER PREFERRED QUALIFICATIONS:

• Possess practical work experience equivalent to 2+ years in support services experience in IT Help Desk and/or Desktop Support preferred but not required
• Good interpersonal skills
• Strong written and verbal communication skills; able to communicate with tact and diplomacy
• Effective at gathering and synthesizing information from multiple parties
• Strong attention to detail, organizational, and prioritization skills
• Ability to handle sensitive and highly personal information on a daily basis and maintain confidentiality in a mature and non-judgmental manner
• Self-starter who quickly learns new business processes, systems and tools
• Ability to make decisions related to production support processes and changes as necessary in order to meet the needs of our customers in a timely manner
• Resolves most questions and problems independently; refers only the most complex issues to higher levels.
• Is empowered and expected to reach out to internal customers when required to solve system issues.
• Is empowered and expected to lend knowledge and expertise to troubleshoot complex issues in cooperation with colleagues.

Customer Focus:

• Delivers internal and external customer service excellence. Exhibits listening, patience, empathy, authenticity, pro-activity, and perseverance with customers.
• Upholds commitment to delivering optimal solutions in a timely manner, and balances customer needs with the best interests of the organization. Maintains a positive approach despite challenges, constraints, and/or customer emotions.

Builds Partnerships:

• Builds collaborative and cooperative relationships
• Effectively manages conflict, finding common ground and building trust with co-workers, managers, partners, and customers through demonstration of inclusiveness and appreciation for diverse backgrounds, cultures, thoughts and experiences
• Operates with integrity and communicates respectfully in language, writing, and actions.
• Shows interest in and supports the success of others, providing encouragement and celebrating wins.
• Addresses conflict openly and respectfully, through proper channels.

Adapting to Change:

• Is open to, acknowledges, manages emotions, and adjusts to changing events and priorities.
• Displays a positive approach in the face of ambiguity, change, or lack of resources.
• Is flexible to take on different responsibilities, learn new technology, and follow new processes.
• Focuses energy and actions on determining possibilities rather than on lamenting losses.

This job description is not intended to be an exhaustive list of all duties, responsibilities and qualifications of the job.  The employer has the right to revise this job description at any time.   You will be evaluated in part based on your performance of the responsibilities and/or tasks listed in this job description.   You may be required perform other duties that are not included on this job description. The job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason, as per terms and conditions of your employment contract.

We are an equal opportunity employer with a commitment to diversity.  All individuals, regardless of personal characteristics, are encouraged to apply.  All qualified applicants will receive consideration for employment without regard to age, race, color, national origin, ancestry, sex, sexual orientation, gender, gender identity, gender expression, marital status, pregnancy, religion, physical or mental disability, military or veteran status, genetic information, or any other status protected by applicable state or local law.