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.

Job Title: Senior Specialist – IT Service Center

Job Summary

The Senior Specialist – IT Service Center provides advanced technical support and plays a key role in ensuring the stability, efficiency, and continuous improvement of IT services. This role acts as a subject matter expert, handling complex incidents, mentoring junior team members, and partnering with cross-functional IT teams to improve service delivery and user experience.

Key Responsibilities

• Serve as a senior escalation point for complex or high-impact IT incidents and service requests
• Diagnose and resolve advanced issues related to endpoints, operating systems, enterprise applications, and network connectivity
• Provide guidance, coaching, and informal leadership to IT Service Center Specialists
• Ensure timely resolution of incidents in alignment with defined SLAs and business priorities
• Perform root cause analysis and contribute to problem management and long-term fixes
• Professionally and accurately responds to escalated and most complex phone and/or email inquiries from internal and external clients regarding complex IT questions, issues, problems, and status changes.
• Responsible for completing installations, configuration, and upgrades to PC hardware, software, and peripheral devices (such as printers, scanners, mobile/smart phones) related to desktop infrastructure, in accordance with department standards when needed.
• Maintains user account information including security and network access according to systems standards and company policy.
• Develops, maintains and/or delivers process 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.
• Lead or support onboarding/offboarding processes and complex access provisioning activities
• Identify opportunities for automation, process improvement, and service optimization
• Support IT audits, compliance requirements, and security best practices
• Participate in major incident management and after-hours/on-call support as required
• 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.

Required Qualifications

• Graduated with Bachelors in Computer Science/any equivalent and a minimum of 5 years experience in the field is required.
• Strong expertise in Windows/macOS environments and VDI environments.
• Advanced experience supporting Microsoft 365, collaboration platforms, and enterprise applications
• Hands-on experience with ServiceNow and ITIL processes
• Solid understanding of networking concepts (VPN, DNS, DHCP, TCP/IP).
• Experience in Active Directory/Exchange/LDAP
• Proven ability to troubleshoot complex, multi-system issues
• Excellent communication skills with the ability to explain technical concepts to non-technical users

Preferred Qualifications

• ITIL Foundation or higher certification
• Experience with endpoint and device management tools (Intune, SCCM, JAMF)
• Scripting or automation experience (PowerShell, Python, Bash)
• Prior experience acting as a lead, mentor, or escalation resource

Key Competencies

• Advanced problem-solving and analytical skills
• Strong customer advocacy and service orientation
• Ability to lead by influence and collaborate across teams
• Effective time management and prioritization in high-pressure situations
• Continuous improvement mindset

Work Environment

• Should be ready to work in any shifts – 24x7 Support.
• Rotational offs with weekend coverage.

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, 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.