Senior Specialist IT Service Center

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 Technical Specialist, under general guidance, serves as a first point of contact for IT related assistance and information for our internal and external clients. Responsible for taking, processing, and resolving, generally standard calls on a variety of basic topics, 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.

What you will do:

• Professionally and accurately responds to phone and/or email inquiries from internal and external clients regarding basic IT questions, issues, problems, and status changes. This will include telephone, chat, e-mail and drop-in face-to-face interactions.
• 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.
• 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.

What you will bring:

• Possess practical work experience equivalent to 3+ 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.

What will set you apart:

• BS or BA degree in computer science or related field preferred but not required
• Experience providing support for Mac

***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.***

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 thr