Browse thousands of opportunities across our network of innovative companies
IT Help Desk Specialist
MassMutual
IT
Springfield, MA, USA
Posted on Jan 14, 2025
The Opportunity
The IT Help Desk Specialist provides first point of contact for all technical support issues at an enterprise level. The Specialist guides, assists, coordinates and follows-up on client questions, problems or malfunctions of all systems applications, hardware and software installed or maintained by IT. They analyze simple to moderately complex inquiries and determine appropriate technical area or vendor to resolve problems. They consult with Technical Advisors and IT professionals when the appropriate course of action is unclear. When a major problem is suspected, they alert the client community and team members. The role requires sufficient knowledge of IT operations, responsibilities, workflow processes and procedures to resolve most inquiries.
The impact and Roles & Responsibilities:
- Interprets, evaluates and resolves, if possible, telephone, chat, & self-ticket inquiries pertaining to the functional operation of all installed application, hardware and software products supported by IT
- The primary goal is to provide high quality, accurate and time-sensitive service to our customers in a high-volume help desk call center environment
- Is responsible for providing exceptional customer service in a call center environment and technical support by troubleshooting, triage, and management of the incident lifecycle, for all supported business groups and products
- Utilize internally produced knowledge articles, the internet or seeks advice from peers to help resolve issues
- Escalate issues to next level support when the solution is unknown or cannot be found within defined timeframes
- Resolve 90% or more of incidents at first point of contact, achieves performance goals and increased productivity
- Follow up with customers, provide feedback and see problems through to resolution
- Recommended procedure modifications or improvements
- Preserve and grow team knowledge of help desk procedures, products and services
The Minimum Qualifications
- High School Diploma or GED
- 2+ years first-level Technical support experience & customer Service experience
- 1+ year strong knowledge of the following supported products and platforms: Windows 10, Windows 11 Operating Systems and Microsoft Office Suite 2003-2010 & Microsoft Office 365
- 1+ year of advanced understanding of Mac OSX Operating System
- 1+ year of advanced understanding of the following mobile devices and platforms: Android and iOS
- Authorized to work in the United States without sponsorship now or in the future
The Preferred Qualifications
- 3+ years first level technical support experience preferred
- Working knowledge of issues/request ticketing system preferred
- Excellent written and verbal skills
- Call Center experience
- Associates Degree
- 2+ years of customer service experience
- 40 words per min typing
- Possess strong written and oral communication skills
- Exhibits exceptional Customer Service soft skills
- Demonstrates strong problem solving and troubleshooting skills to allow efficient and effective problem identification and apply appropriate solution
- Illustrates high attention to incident description, detail and impact
- Self-motivated and goal-oriented, capable of working in a fast paced and changing environment
- Good analytical and communication skills, sound judgment, and the ability to work effectively with all support areas
- Customer facing First Contact environment
- Ability to remain calm under pressure and deal with stress associated with a fast-paced work environment
Salary Range:
$62,900.00-$79,300.00At MassMutual, we focus on ensuring fair equitable pay, by providing competitive salaries, along with incentive and bonus opportunities for all employees. Your total compensation package includes either a bonus target or in a sales-focused role a Variable Incentive Compensation component.
Why Join Us.
We’ve been around since 1851. During our history, we’ve learned a few things about making sure our customers are our top priority. In order to meet and exceed their expectations, we must have the best people providing the best thinking, products and services. To accomplish this, we celebrate an inclusive, vibrant and diverse culture that encourages growth, openness and opportunities for everyone. A career with MassMutual means you will be part of a strong, stable and ethical business with industry leading pay and benefits. And your voice will always be heard.
We help people secure their future and protect the ones they love. As a company owned by our policyowners, we are defined by mutuality and our vision to put customers first. It’s more than our company structure – it’s our way of life. We are a company of people protecting people. Our company exists because people are willing to share risk and resources, and rely on each other when it counts. At MassMutual, we Live Mutual.
MassMutual is an Equal Employment Opportunity employer Minority/Female/Sexual Orientation/Gender Identity/Individual with Disability/Protected Veteran. We welcome all persons to apply. Note: Veterans are welcome to apply, regardless of their discharge status.
If you need an accommodation to complete the application process, please contact us and share the specifics of the assistance you need.
At MassMutual, we focus on ensuring fair, equitable pay by providing competitive salaries, along with incentive and bonus opportunities for all employees. Your total compensation package includes either a bonus target or in a sales-focused role a Variable Incentive Compensation component. For more information about our extensive benefits offerings please check out our Total Rewards at a Glance.