Senior Specialist IT Service Center

Responsibilities

• Respond professionally and accurately to phone, chat, email, and drop-in face-to-face inquiries from internal and external clients regarding complex IT questions, issues, problems, and status changes.
• Install, configure, maintain, and upgrade PC hardware, software, and peripheral devices, including printers, scanners, and mobile or smart phones, in accordance with department standards.
• Perform and support complex installations and maintenance for end users, and troubleshoot issues in person, by telephone, or by email in a timely and accurate manner.
• Troubleshoot and resolve end user LAN, WAN, and internet connectivity issues according to company policy.
• Maintain user account information, including security and network access, according to systems standards and company policy.
• Develop, maintain, and deliver workstation training and resources to end users.
• Resolve inquiries in a professional, sensitive, and customer-focused manner, escalating complex cases in accordance with IT policies and best practices with appropriate documentation.
• Partner with technology team members and internal and external resources to obtain or provide information needed to close cases that are not escalated.
• Educate clients on available self-service tools and other systems, encourage their use as appropriate, and identify opportunities to improve the knowledge base.
• Meet or exceed individual call and transaction performance measures, protect associate data, maintain confidentiality, and reprioritize tasks to meet fluctuating workflow.

Requirements

• Good interpersonal skills.
• Strong written and verbal communication skills, with the ability to communicate with tact and diplomacy.
• Ability to gather and synthesize 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.
• Self-starter mindset with the ability to quickly learn new business processes, systems, tools, and technology.
• Ability to make decisions related to production support processes and changes as necessary to meet customer needs in a timely manner.
• Customer-focused approach with listening skills, patience, empathy, authenticity, proactivity, and perseverance.
• Ability to build collaborative relationships, manage conflict respectfully, and demonstrate inclusiveness and appreciation for diverse backgrounds, cultures, thoughts, and experiences.
• Ability to adapt to changing events and priorities, remain flexible, resolve most questions independently, and collaborate with colleagues to troubleshoot complex issues.
• What will set you apart:
• BS or BA degree in computer science or a related field.
• 2+ years of support services experience in IT Help Desk and/or Desktop Support.
• This job operates in a professional office environment.
• What we offer you
• We offer an array of diverse and inclusive benefits regardless of

Benefits

Additional Information

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 Technical Specialist will serve as a Tier II point of contact for IT related assistance and information for internal and external clients. This role is responsible for taking, processing, and resolving generally complex support requests across hardware, software, network support, virtual workstations, and peripheral equipment. The Senior Technical Specialist will evaluate and analyze requests, determine appropriate resolutions or escalations, and communicate updates in accordance with company and IT policies and procedures while providing timely, customer-focused support.

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Company Intel

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