MassMutual Financial Group Field End-User Computing Support Consultant 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

​​

RESPONSIBILITIES

  • Provide complex (i.e., 2nd or 3rd level) technical support

  • Interface directly with end-users of technology to resolve issues and provide guidance and best practices on the use of technology to improve their business

  • Provide consultative services to end-users, agency technicians, and Home Office partners, on appropriate uses of technology

  • Travel to agency or home office locations as directed to provide on-site assistance.

  • Coordinate/support projects under the guidance of organizational leaders and project managers.

  • Work with a continuous improvement mindset, looking for opportunities to suggest practical improvements to existing programs and procedures

  • Limited authority to make decisions that go beyond established expectations and guidelines

  • Works with a focus on teamwork and collaboration in order to achieve established goals and objectives

  • Performs a variety of related duties requiring specific job skills as assigned or directed

  • Follows general instructions or procedures

BASIC QUALIFICATIONS

  • HS Degree plus 2+ years of related experience

  • 2+ years of customer service experience

  • Above average knowledge/proficiency of Microsoft operating systems, applications, tools/utilities

  • Working knowledge of Mac OSX operating system

  • Good oral and written communication skills

  • Proven strong organizational skills, attention to detail and ability to multi-task is required

  • Ability and willingness to travel up to 50% within the United States

  • Authorized to work in the United States without sponsorship

PREFERRED QUALIFICATIONS

  • Knowledge/experience with the MassMutual field force and their technology environment

  • Bachelor’s Degree

  • 4+ years of customer service experience

  • Above average written/oral communication skills

  • Advanced knowledge/proficiency with Microsoft operating systems, applications, tools/utilities

  • Above average knowledge/proficiency of Mac OSX operating system

  • Knowledge/experience with ServiceNow

  • Excellent oral and written communication, organizational and interpersonal skills

  • Strong dedication to maintaining professional relationships with users and outside vendors

  • Ability to learn new technology quickly (both infrastructure and application)

  • Ability to work effectively with all organizational levels individually and as part of a team, and to communicate effectively with all levels of management and staff

  • Ability to remain calm under pressure and deal with stress associated with a fast-paced work environment

  • Ability to take the lead on projects and problems when requested or as appropriate, to make sound decisions and take the initiative to anticipate user needs

  • Flexibility and adaptability to changing situations

  • Experience with documenting processes and workflows

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)