MassMutual Financial Group Help Desk Specialist in Springfield, Massachusetts

Since 1851, MassMutual’s commitment has always been to help people protect their families, support their communities, and help one another. This is why we want to inspire people to Live Mutual. We at MassMutual value diversity and inclusion. We’re people helping people.

A career with us means you will work alongside exceptional people and be empowered to reach your professional and personal goals. Our employees are the foundation of what makes MassMutual a strong, stable and ethical business. We seek and value unique and varied perspectives and experiences because we believe we are stronger when all voices are heard. We invite you to bring your bright, innovative ideas to MassMutual as we continue to help millions of Americans rely on each other.

Together, we’re stronger.

Description

​​

The Help Desk Specialist provides first point of contact for all technical support issues at an enterprise level in a high volume call center environment. 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. Good analytical and communication skills, sound judgment, and the ability to work effectively with client and other Systems Division staff is a requirement.

Requirements:

  • 1 – 2 years ACD, high volume call center environment experience

  • 1 – 2 years first level Technical support experience

  • Strong knowledge of the following supported products and platforms: Windows 2000, XP, Vista, Win7 & Windows 8 Operating Systems and Microsoft Office Suite 2003-2010

  • Proficient understanding of Mac OSX Operating System

  • Proficient understanding of the following mobile devices and platforms: Android and iOS

  • Familiarity with VPN tools and remote support tools such as MS Lync, Webex, or TeamViewer

  • Working knowledge of issues/request ticketing system preferred

  • Authorized to work in the US without sponsorship now or in the future

Preferred Requirements :

  • Focus on the Customer: Know your customers well; add value with a sense of urgency.

  • Act with Integrity: Be trustworthy, adhere to high ethical standards and adhere to the letter and spirit of applicable laws, rules, regulations and company policies

  • Value People: Lead people to success; appreciate diverse backgrounds, ideas and experiences.

  • Work Collaboratively: Partner with others to achieve results that leverage the right resources

  • Achieve Results: Focus on winning; consistently exceeds expectations, beat the competition

Ranked No. 77 in the annual FORTUNE ® 500 Ranking (FORTUNE ® Magazine, June 2017) and recognized as a World’s Most Ethical Company by Ethisphere, MassMutual is guided by a single purpose: 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.

CORE VALUES

Focus on the Customer: We understand our customers well and look for every opportunity to deliver an experience that is clear, easy, personal, human, empowering and trustworthy.

Act with Integrity: We deliver on our promises by being open, honest and humble and by adhering to the letter and spirit of applicable laws, rules, regulations and company policies.

Value People: We respect and learn from each other’s diverse backgrounds, experiences and ideas. We engage and develop people to their greatest potential.

Work Collaboratively: We work together to achieve results by actively listening, seeking, understanding and creating solutions as a unified team driving toward one company, one culture, one brand.

Achieve Results: We focus on winning by exceeding expectations and getting better – everyone, every day.

For more information, visit www.massmutual.com or find us on Facebook, Twitter, LinkedIn, YouTube, Google+, Instagram and Pinterest.

MassMutual is an Equal Employment Opportunity employer Minority/Female/Sexual Orientation/Gender Identity/Individual with Disability/Protected Veteran. We welcome all persons to apply.

At MassMutual, we’re fostering an inclusive and dynamic environment where our employees are valued for who they are and can build successful careers. For us, diversity and inclusion is more than a goal, it’s the only way forward.

• 100% rating on the Human Rights Campaign Corporate Equality Index (2018)

• National Association for Female Executives Top Company for Executive Women (2017)

• DiversityInc Noteworthy Company (2017)

• Disability Equality Index® (DEI) Best Place to Work for Disability inclusion (2017)

• Working Mother Media 100 Best Company (2017)

• Military Friendly Employer (2018)