Joining our talent community will allow you to stay connected via email and receive news and updates. Empower has built a culture around the words we live by: Doing the right thing includes giving back through our ACT (Associates. Communities. Together.) Program in personal ways that matter most to our associates. And Empower supports their passion to help through a dollar-for-dollar charitable donation match and two paid volunteer days annually. Being inclusive means celebrating our differences, which is driven by our diverse mix of Business Resource Groups (BRGs) and the activities and events they sponsor. Continued growth is achieved through partnerships with professional football and soccer teams as well as PGA and LPGA Tour professional golfers. These relationships that further reinforce and promote our brand are headlined by Empower Field at Mile High — our exclusive naming rights to the place the Denver Broncos call home. When you choose to work at Empower, you’ll experience a unique opportunity to take your career wherever you want it to go. Equal opportunity employer • Drug-free workplace For remote and hybrid positions you will be required, 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. 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. Follow Empower Facebook, LinkedIn, Twitter, Instagram, & Glassdoor Grow your career with a growing organization Whether they’re helping people reach their long-term financial goals or providing personal wealth management strategies, every associate contributes to changing the lives of those we serve for the better. When it comes to job satisfaction, that’s hard to beat. And from a personal satisfaction perspective, you’ll enjoy the freedom to support causes that matter to you and experience a truly inclusive work environment. Your future starts now. 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. What you Will Do: 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. What you will bring: BS or BA degree in computer science or related field preferred but not required 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. 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. 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 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) - internal networks that rally around common interest, experiences and identities such as race, ethnicity, gender, ability, military status and sexual orientation. BRGs play a vital role in educating and engaging our people and advancing our business priorities. The salary range below describes the 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. Base Salary Range $ 56,500.00-77,650.00 Location MA Andover 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.