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.

***Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time, including CPT/OPT.***

The Senior Specialist, IT Service Center will serve as a Tier II point of contact for IT assistance and information for internal and external clients. This role will take, process, and resolve complex support requests across hardware, software, and network topics for home office employees, including virtual workstations and peripheral equipment. The Senior Specialist, IT Service Center will evaluate and analyze issues quickly, determine the appropriate resolution and/or escalation, and communicate clearly while delivering timely, customer-focused support aligned to company and IT policies and procedures.

What you will do

• Respond professionally and accurately to phone, chat, email, and in-person inquiries from internal and external clients regarding complex IT questions, issues, problems, and status changes.

• Take ownership of requests by evaluating and analyzing the concern, interpreting the situation, and determining the appropriate resolution and/or escalation in accordance with company and IT policies and procedures.

• Install, configure, maintain, and upgrade PC hardware, software, and peripheral devices (for example, printers, scanners, mobile and smart phones) related to desktop infrastructure, in accordance with department standards.

• Perform and support complex installations and maintenance for end users, deferring more complex tasks to senior-level staff as needed.

• Troubleshoot and resolve issues in person, by phone, and/or by email in a timely and accurate manner.

• Troubleshoot and resolve end-user LAN/WAN/Internet connectivity issues according to company policy.

• Maintain user account information, including security and network access, according to system standards and company policy.

• Develop, maintain, and/or deliver workstation training and resources for end users (in person and/or standard resources).

• Escalate complex cases per IT policies and best practices with appropriate and complete documentation of work performed to date, and partner with internal and external resources to close cases not escalated.

• Educate clients on available self-service tools and identify opportunities to improve the knowledge base by informing senior associates or the manager, while meeting individual call and transaction performance measures and reprioritizing tasks to meet fluctuating workflow.

What you will bring

• Ability to quickly learn new business processes, systems, and tools, and adapt to changing events and priorities.

• Strong written and verbal communication skills, with the ability to communicate with tact and diplomacy.

• Good interpersonal skills and a customer-focused approach that demonstrates listening, patience, empathy, authenticity, proactivity, and perseverance.

• Strong attention to detail, organization, and prioritization skills, with the ability to gather and synthesize information from multiple parties.

• Ability to make decisions related to production support processes and changes as needed to meet customer needs in a timely manner.

• Ability to resolve most questions and problems independently, referring only the most complex issues to higher levels.

• Ability to build collaborative and cooperative relationships, manage conflict respectfully through proper channels, and operate with integrity.

• Ability to handle sensitive and highly personal information on a daily basis, maintain confidentiality, and protect the privacy of associate data.

• BS or BA degree in Computer Science or related field, or equivalent experience (preferred but not required).

• Practical work experience equivalent to 2+ years in IT Help Desk and/or Desktop Support (preferred but not required).

What will set you apart

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.

What we offer you

We offer an array of diverse and inclusive benefits regardless of where you are in your career. We believe that providing our employees with the means to lead healthy balanced lives results in the best possible work performance.

• Medical, dental, vision and life insurance
• Retirement savings – 401(k) plan with generous company matching contributions (up to 6%), financial advisory services, potential company discretionary contribution, and a broad investment lineup
• Tuition reimbursement up to $5,250/year
• Business-casual environment that includes the option to wear jeans
• Generous paid time off upon hire – including a paid time off program plus ten paid company holidays and three floating holidays each calendar year
• Paid volunteer time — 16 hours per calendar year
• Leave of absence programs – including paid parental leave, paid short- and long-term disability, and Family and Medical Leave (FMLA)
• Business Resource Groups (BRGs) –  BRGs facilitate inclusion and collaboration across our business internally and throughout the communities where we live, work and play. BRGs are open to all.

Base Salary Range

The salary range above shows the typical minimum to maximum base salary range for this position in the location listed. Non-sales positions have the opportunity to participate in a bonus program. Sales positions are eligible for sales incentives, and in some instances a bonus plan, whereby total compensation may far exceed base salary depending on individual performance. Actual compensation offered may vary from posted hiring range based upon geographic location, work experience, education, licensure requirements and/or skill level and will be finalized at the time of offer.

Equal opportunity employer •  Drug-free workplace

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 (40 and over), 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. 

***For remote and hybrid positions you will be required to provide reliable high-speed internet with a wired connection as well as a place in your home to work with limited disruption. You must have reliable connectivity from an internet service provider that is fiber, cable or DSL internet. Other necessary computer equipment, will be provided. You may be required to work in the office if you do not have an adequate home work environment and the required internet connection.***

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