Great-West Financial Empower Retirement

  • Service Desk Specialist

    Location US-CO-Denver (DTC)
    Posted Date 1 week ago(11/9/2018 4:13 PM)
    Job ID
    # Positions
  • Position Highlights

    Be Bold Be Brilliant


    Would you like to be a part of one of America's leading financial services firms? Great-West Financial is the nation’s second largest insurer in sales of individual life insurance through banks. We also offer annuity and executive benefits products. Under Empower Retirement, we provide employer sponsored retirement plans as the nation’s second largest retirement plan provider.


    Our over 5,000 associates across 40 locations across the country provide world class service to:


    30,000+ employer sponsored retirement plans

    8 million+ employees participating in their employer-sponsored retirement plan

    467,700+ individual life insurance and annuity accounts

    $460 billion+ total assets under administration


    Under general supervision, provides 1st level technology support and
    problem resolution to internal and external customers including PC,
    server, and network hardware and software problems and malfunctions. May diagnose and resolve escalated issues or problem help desk tickets.

    Primary Responsibilities

    • Diagnoses and resolves moderately complex or common problems through discussions with end users. Communicates with customers via phone and/or email. Defers more complex end user issues to more senior staff or related departments.
    • Responds to internal and external customer issues received via email and related help desk ticket tracking softwares. 
    • Prioritizes tickets while providing basic guidance, assistance and follow-up to ensure effective problem resolution while maintaining department standards for customer service and satisfaction. 
    • Assigns 2nd level technology support tickets to appropriate internal departments.  Provides follow-up on existing issues to ensure the timely and accurate resolution to escalated issues. 
    • May be assigned to projects within the department. Completes project tasks within defined milestones. May serve as lead for a project deadline or milestone.
    • Works under general supervision. May train and mentor less
      experienced staff.


    • High school diploma or equivalent experience.
    • Minimum one (1) year relevant help desk, desktop support or other IT experience.

    Working Conditions/Physical Requirements:  Normal Office Working Conditions


    The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this job.  They are not intended to be an exhaustive list of responsibilities, duties and skills.

    About Great-West Financial

    At Great-West Financial® and Empower Retirement, our more than 5,700 global associates are dedicated to helping customers secure their financial futures. We offer a range of retirement savings products, life insurance, annuities and investment services from offices across the country. If you’re interested in joining a company that enjoys a record of strong performance and is rich in history yet innovative, bold and transformative, then our organization is an outstanding place for you to grow and succeed. We’re an equal opportunity employer dedicated to workforce diversity. We’re also committed to providing a drug-free workplace.


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