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: Specialist – IT Service Center

Job Summary

The Specialist – IT Service Center serves as a key point of contact for end users, providing high-quality technical support and ensuring timely resolution of IT incidents and service requests. This role focuses on troubleshooting hardware, software, and network issues while delivering excellent customer service and maintaining operational efficiency across the organization.

Key Responsibilities

• Act as the first-level support for IT incidents and service requests via phone, chat, or ticketing system
• Diagnose, troubleshoot, and resolve issues related to desktops, laptops, mobile devices, operating systems, applications, printers, and peripherals
• Provide support for user account management, including password resets, access provisioning, and identity management
• Escalate complex or unresolved issues to appropriate internal teams or vendors and track them to resolution
• Document incidents, resolutions, and procedures accurately in the IT service management (ITSM) system
• Follow ITIL-based processes for incident, request, and problem management
• Ensure compliance with security policies, data protection standards, and audit requirements
• Assist with onboarding and offboarding activities, including device setup and access configuration
• Contribute to continuous improvement initiatives, knowledge base development, and service optimization
• Maintain a customer-focused approach and meet defined service-level agreements (SLAs)

Required Qualifications

• Graduated with Bachelors in Computer Science/any equivalent or a minimum of 5 years’ experience in the field is required.
• Strong knowledge of Windows/macOS operating systems and VDI environments.
• Experience in working with Active Directory, Azure AD and Multi-Factor authentication methods.
• Experience supporting Microsoft 365, email systems, and collaboration tools
• Familiarity with IT service management tools (e.g., Service Now, Jira, Remedy, or similar)
• Understanding of networking fundamentals (LAN/WAN, VPN, Wi-Fi)
• Excellent troubleshooting, communication, and customer service skills.
• Respond to critical issues and follow escalation matrix
• SLA, Escalation Matrix and Escalation Management.

Preferred Qualifications

• ITIL Foundation certification or equivalent
• Experience supporting remote and hybrid work environments
• Exposure to endpoint management tools (e.g., Intune, SCCM, JAMF)
• Experience working in a regulated or enterprise environment

Key Competencies

• Customer-centric mindset
• Strong problem-solving and analytical skills
• Ability to prioritize and manage multiple tasks in a fast-paced environment
• Team collaboration and adaptability
• Ability to follow written procedures
• Multi-tasker
• Quick learner
• Ability to work on a task independently with minimal supervision.

Work Environment

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

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.