Grow your career with a growing organization
Whether they're helping people reach their long-term financial goals or providing personal wealth management strategies, every associate contributes to changing the lives of those we serve for the better. When it comes to job satisfaction, that's hard to beat. And from a personal satisfaction perspective, you'll enjoy the freedom to support causes that matter to you and experience a truly inclusive work environment. Your future starts now.
The Job:
Personal Capital is looking for an Associate IT Specialist, to provide first point of contact tier 1 support in a growing financial services company. In this role you will provide first line support for inbound requests to ~600 Windows and Mac users in a multi-site Active Directory based environment. You will serve as a remote resource, working in conjunction with a larger remote team. You will need to troubleshoot technology problems related to Windows and Mac systems that affect end-user productivity as well as problems related to the office such as printers, faxing, and meeting rooms. You will be tasked with creating and maintaining knowledge base documentation. You will also assist in new user workstation builds, setups and training. The ability to multitask, prioritize, work under deadline, and provide excellent customer service to users will be key qualities. The right individual is detail-oriented, has a technical curiosity and desire to learn, and has solid communication skills in order to effectively understand the problem areas and escalate where needed. Effective team collaboration and communication are critical in this role. The hours for this position are solely during weekday business hours.
RESPONSIBILITIES:

• Excellent customer support skills providing guidance, training and troubleshooting support for inquiries by phone, email or IM.
• Perform remote troubleshooting as needed utilizing remote software tools.
• Independently evaluate risk, and priorities of incoming issues to reduce business impact of incidents.
• Responsible for IT equipment lifecycle, which includes: ordering, asset management, configuration, deployment, troubleshooting, and maintenance.
• Regular communication with end users, business leaders, and IT team to ensure incidents are moving toward timely and accurate resolution.
• Escalates complex cases, in accordance with and as defined by IT policies and best practices with appropriate and complete documentation on work performed to date
• Recognize and identify service problems and recurring issues and escalate as needed.
• Update end-user and team FAQ\\Documentation website as needed.
• Discerns opportunities to improve knowledge base; Updates and collaborates with IT team to ensure accurate improvements.
• Manage help desk ticket queue to ensure timely communication and resolution for end users.

EDUCATION:

• BS or BA degree in computer science or related field preferred but not required

QUALIFICATIONS:

• Possess practical work experience equivalent to 1+ years in support services experience in IT Help Desk and/or Desktop Support preferred but not required
• Strong communication & customer service skills
• Ability to learn quickly and tackle new and technically complex problems with courage and tenacity
• Must be detail-oriented and be an organized thinker who is service-minded with strong communication & customer service skills
• Ability to lift 50lbs. as needed

Please note that this role is being posted by Personal Capital, an Empower company. Personal Capital roles are cross-posted to the Empower web site and are also available at https://www.personalcapital.com/company/jobs. For more information about Personal Capital, please visit www.personalcapital.com
What we offer you
We offer an array of diverse and inclusive benefits regardless of where you are in your career. We believe that providing our employees with the means to lead healthy balanced lives results in the best possible work performance.

• Medical, dental, vision and life insurance
• Retirement savings - 401(k) plan with generous company matching contributions (up to 5%), 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 nine 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) - internal networks that rally around common interest, experiences and identities such as race, ethnicity, gender, ability, military status and sexual orientation. BRGs play a vital role in educating and engaging our people and advancing our business priorities.

The salary range below describes the minimum to maximum base salary range for this position in the location listed. Non-sales positions have the opportunity to participate in a bonus program. Sales positions are eligible for sales incentives, and in some instances a bonus plan, whereby total compensation may far exceed base salary depending on individual performance. Actual compensation offered may vary from posted hiring range based upon geographic location, work experience, education, licensure requirements and/or skill level and will be finalized at the time of offer.
Base Salary Range
$ 52,800.00-84,500.00
Location
CA Remote
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 (40 and over), 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.