Service Desk Associate

Sun Life • Milwaukee, WI

5d • $62,000 - $83,700

About The Position

The Service Desk Associate primarily provides remote IT Service Desk support to Sun Life business staff across the United States, including executives, vice presidents, directors, managers, and remote employees. Under limited supervision, the associate triages and provides first-level support for service desk issues and requests, prioritizing prompt first-call resolution and routing issues to Tier 2 support or other subject matter experts when appropriate. The role also administers user accounts and application security and assists with desktop hardware deployments or on-site floor support when needed.

The position supports users, desktop hardware and peripherals, software, mobile devices, network connectivity, audio/visual systems, and remote work environments. It uses IT call-center and ticketing systems to provide support, document and report incidents, and escalate issues. Other duties may be assigned.

Requirements

• At least 3 years of experience; the posting also specifies 3–4 years of experience with executive-level and staff support.
• At least 4–5 years of experience supporting end users and systems on-site and remotely, including Windows 10/11, Apple iOS, Citrix, Microsoft products, Microsoft Exchange 2007/2010, and Active Directory accounts.
• Technical proficiency in hardware and systems software, and experience installing hardware and software.
• Excellent written and verbal communication skills with technical and non-technical audiences.
• A service-oriented attitude and utmost discretion when handling sensitive or private technical issues and other matters.
• Audio/visual knowledge.
• Ability to work with little or no supervision from the direct leader.
• Ability to work in a fast-paced, highly technical remote-support environment.
• Demonstrable strong customer-service experience.
• Ability to be on site and on call.
• Proficiency in Microsoft Office, including Excel and Word.
• Must pass a post-offer background check and drug test.
• Associate’s degree (A.A./A.S.) from a two-year college or technical school; or one to two years of related experience and/or training; or an equivalent combination of education and experience.

Nice To Haves

• Apple device experience, including iPads, iOS, iPhones, and MacBooks.
• A degree in Computer Science or a related field.
• Certifications such as A+ or ITIL Foundations.

Responsibilities

• Troubleshoot day-to-day software and hardware problems involving desktops and peripherals.
• Provide dedicated technical phone support through IT call-center technology using Amazon Connect.
• Install and support supported software and hardware, including desktop configurations and printers.
• Troubleshoot Microsoft Windows 10 and later desktop releases.
• Troubleshoot and support Apple/Mac, Android, and tablet products.
• Support users working remotely.
• Maintain a current inventory of computers.
• Request purchase orders, validate purchase needs, and receive and process purchases.
• Troubleshoot network connectivity problems for computers and printers.
• Provide project assistance when requested.
• Support audio/visual systems in DentaQuest business environments.
• Configure and troubleshoot networks in Windows, Apple, and Citrix business environments, including wired and wireless networks.
• Provide accurate incident and problem-management reporting using the ticketing system.
• Escalate customer service and support issues efficiently to appropriate IT team members.
• Administer user accounts and application security.
• Assist with desktop hardware deployments and provide floor support when called upon.
• Perform other duties as assigned.

Benefits

• Generous vacation and sick time.
• Paid family, parental, and adoption leave.
• Medical coverage.
• Company-paid life and AD&D insurance.
• Disability programs.
• Partially paid sabbatical program.
• 401(k) employer match.
• Stock purchase options.
• Employer-funded retirement account.
• Flexible, inclusive, and collaborative work environment that supports career growth.
• Eligibility for a discretionary annual incentive award based on individual and business performance.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree