Service Desk Associate

Sun Life • Milwaukee, WI

3d

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 and remote employees. Under limited supervision, the role triages and resolves first-level service desk issues and requests, prioritizing prompt first-call resolution and routing matters to Tier 2 support or other subject matter experts when appropriate. The position also administers user accounts and application security and assists with desktop hardware deployments and floor support when needed.

The associate supports desktop systems, peripherals, printers, mobile devices, supported software, network connectivity, and audio/visual systems. The role serves users working remotely as well as business environments, maintains computer inventory, assists with purchasing, provides project support, and records incident and problem information in a ticketing system. The position may require on-site availability and being on call. It is subject to a post-offer background check and drug test.

Requirements

• Associate’s degree (A.A./A.S.) from a two-year college or technical school, one to two years of related experience and/or training, or an equivalent combination of education and experience; alternatively, a degree in Computer Science or a related field, or certifications such as A+ or ITIL Foundations.
• At least 3 years of experience (as stated in the posting).
• 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.
• 3–4 years of experience supporting executives and staff.
• Technical proficiency with hardware and systems software, and experience installing hardware and software.
• Experience with Apple devices and systems, including iPads, iOS, iPhones, and MacBooks.
• Audio/video 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 and a service-oriented attitude, with discretion when handling sensitive or private technical issues and other matters.
• Excellent written, verbal, and communication skills with technical and non-technical audiences.
• Proficiency in Microsoft Office, including Excel and Word.
• Ability to be on site and on call.
• Must pass a post-offer background and drug test.

Responsibilities

• Triage and provide first-level remote IT Service Desk support, emphasizing prompt first-call resolution and appropriate routing to Tier 2 or subject matter experts.
• Administer user accounts and application security.
• Troubleshoot day-to-day desktop, software, hardware, and peripheral problems.
• 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 current inventory of computers.
• Request purchase orders, validate purchase needs, and receive and process purchases.
• Troubleshoot network connectivity problems involving computers and printers.
• Provide project assistance when requested.
• Support audio/visual systems in DentaQuest business environments.
• Configure networks and solve problems in Windows, Apple, and Citrix environments, including wired and wireless business networks.
• Provide accurate incident and problem management reporting using the ticketing system.
• Efficiently escalate customer service and support issues to appropriate IT team members.
• Assist with desktop hardware deployments or 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 supporting career growth.
• Discretionary annual incentive award based on individual and overall business performance.

What This Job Offers

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