The IT Support Specialist provides concierge-level technology support to employees within Thrivent's Minneapolis Investments office (MIO) and associated business partners. This role serves as a trusted technology advisor, delivering exceptional onsite and remote support for hardware, software, collaboration technologies, onboarding activities, and workplace technology experiences.
The specialist is responsible for incident resolution, technology fulfillment, device lifecycle management, onboarding support, imaging and deployment services, and proactive customer engagement. Success in this role requires strong technical troubleshooting skills, exceptional communication abilities, and the ability to operate effectively in a fast-paced, high-visibility environment where customer productivity and business continuity are critical.
This position partners closely with Technology Service Center teams, Infrastructure teams, Information Security, Identity & Access Management, and business stakeholders to ensure a seamless technology experience from onboarding through ongoing support.
Customer Experience & Concierge Support
- Deliver white-glove, concierge technology support to onsite and remote employees within Thrivent's Investment organization.
- Establish trusted relationships with customers and provide proactive guidance to improve productivity and technology adoption.
- Provide exceptional customer service while supporting high-profile, time-sensitive business activities and events.
- Communicate technical information effectively to both technical and non-technical audiences.
- Manage customer interactions with professionalism, discretion, empathy, and urgency in high-pressure situations.
Onsite Technology Support
- Provide walk-up, desk-side, and remote support for hardware, software, mobile devices, printing, conferencing, and collaboration technologies.
- Support conference rooms, audio/visual equipment, and meeting technologies to ensure successful business meetings and events.
- Perform technology readiness checks and proactively identify issues that may impact business operations.
Endpoint Management & Depot Operations
- Image, configure, deploy, maintain, recover, and retire endpoint devices in accordance with Thrivent standards and security requirements.
- Manage local hardware inventory and depot operations.
- Coordinate device shipping, receiving, staging, and logistics activities.
- Troubleshoot operating system, application, hardware, and peripheral issues across a variety of endpoint technologies.
- Support Windows endpoint configuration and management processes using enterprise tools and automation.
New Hire & Employee Lifecycle Support
- Coordinate and deliver technology onboarding experiences for new employees, contractors, and consultants.
- Ensure technology assets, access requirements, and workplace technology needs are fulfilled prior to employee start dates.
- Partner with hiring managers and business leaders to provide a seamless onboarding experience.
Technical Skills & Automation
- Utilize PowerShell and other automation tools to improve operational efficiency and customer experience.
- Participate in continuous improvement efforts focused on reducing recurring technology issues and improving service delivery outcomes.
Work Environment - Hybrid Work Expectations
- This position requires regular onsite presence within the Minneapolis Investments Office (MIO).
- Employees should expect to work onsite approximately 3-5 days per week based on business needs and support coverage requirements.
- During the first 90 days, employees should anticipate primarily onsite work to support onboarding, training, and relationship-building activities.
- After onboarding is complete, team members will participate in an established onsite coverage rotation to ensure consistent customer support.
Required Qualifications
- Bachelor's degree or equivalent combination of education and relevant experience.
- 3+ years of experience in IT support, desktop support, service desk, endpoint management, or related technology support roles.
- Experience supporting Windows operating systems, Microsoft 365, collaboration technologies, and common business applications.
- Experience troubleshooting hardware, software, networking, and endpoint management issues.
- Experience supporting customers in a high-touch, customer-focused environment.
- Strong verbal and written communication skills.
- Ability to prioritize multiple competing priorities in a fast-paced environment.
- Proven ability to exercise sound judgment and professionalism when supporting senior leaders and business-critical activities.
- Experience documenting procedures, knowledge articles, and support processes.
Preferred Qualifications
- Experience supporting financial services, investment management, or highly regulated business environments.
- Experience with SCCM/MECM, Intune, Active Directory, Azure AD/Entra ID, or similar endpoint management platforms.
- Experience with PowerShell scripting and automation.
- Experience supporting onboarding, endpoint deployment, or device lifecycle management processes.
- Industry-recognized certifications such as:
- CompTIA A+
- CompTIA Network+
- Microsoft Modern Desktop Administrator
- Microsoft Endpoint Administrator
- HDI Support Center Analyst
- ITIL Foundation
Other Critical Factors
- Exceptional Customer Service
- Executive Presence and Professionalism
- Learning Agility
- Strong Communication Skills
- Relationship Building
- Active Listening
- Critical Thinking
- Problem Solving
- Attention to Detail
- Technical Troubleshooting
- Adaptability
- Collaboration and Teamwork
- Time Management and Prioritization
- Technical Documentation
- Continuous Improvement Mindset
Pay Transparency
Thrivent’s long-term growth depends on attracting, rewarding, and retaining people who are committed to helping others thrive with purpose. We accomplish this by offering a wide variety of market competitive compensation programs to attract, reward, and retain top talent. The applicable salary or hourly wage range for this full-time role is $60,844.00 - $82,317.00 per year, which factors in various geographic regions. The base pay actually offered will be determined by a variety of factors including, but not limited to, location, relevant experience, skills, and knowledge, business needs, market demand, and other factors Thrivent deems important.
Thrivent is unique in our commitment to helping people to be wise with money and live balanced and generous lives. That extends to our benefits.
The following benefits may be offered: various bonuses (including, for example, annual or long-term incentives); medical, dental, and vision insurance; health savings account; flexible spending account; 401k; pension; life and accidental death and dismemberment insurance; disability insurance; supplemental protection insurance; 20 days of Paid Time Off each year; Sick and Safe Time; 10 paid company holidays; Volunteer Time Off; paid parental leave; EAP; well-being benefits, and other employee benefits. Eligibility for receipt of these benefits is subject to the applicable plan/policy documents. Thrivent’s plans/policies are subject to change at any time at Thrivent’s discretion.
Thrivent provides Equal Employment Opportunity (EEO) without regard to race, religion, color, sex, gender identity, sexual orientation, pregnancy, national origin, age, disability, marital status, citizenship status, military or veteran status, genetic information, or any other status protected by applicable local, state, or federal law. This policy applies to all employees and job applicants.
Thrivent is committed to providing reasonable accommodation to individuals with disabilities. If you need a reasonable accommodation, please let us know by sending an email to human.resources@thrivent.com or call 800-847-4836 and request Human Resources.
