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’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.




  • Interprets, evaluates and resolves, if possible, telephone 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 70% or more of incidents at first point of contact, achieves performance goals and increased productivity

Role Characteristics

  • 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

  • Call center environment

Basic Qualifications

  • 1+ years’ First level Technical support experience

  • Strong knowledge of the following supported products and platforms: Windows 2000, XP, Vista, Win7, Windows 8 and Windows 10 Operating Systems and Microsoft Office Suite 2003-2016

  • 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 Skype, Webex, or Teams

  • Working knowledge of issues/request ticketing system preferred

  • Authorized to work in the United States without sponsorship now or in the future

Preferred Qualifications

  • 2 years ACD, high volume call center environment experience preferred

  • 2 years first level Technical support experience preferred

  • Working knowledge of issues/request ticketing system preferred

  • Excellent written and verbal skills

Ranked No. 93 in the annual FORTUNE ® 500 Ranking (FORTUNE ® Magazine, June 2018) 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.


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 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. Note: Veterans are welcome to apply, regardless of their discharge status.

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 (2018)

• Disability Equality Index® (DEI) Best Place to Work for Disability inclusion (2018)

• Working Mother Media 100 Best Company (2017)

• Military Friendly Employer (2018)