Senior Specialist IT Service Center

Empower • Milwaukee, WI

5d • $55,300 - $76,075 • Hybrid

About The Position

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.

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.
• 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.

Nice To Haves

• 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.

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.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Associate degree