Service Desk Associate

Sun Life U.S. is one of the largest providers of employee and government benefits, helping approximately 50 million Americans access the care and coverage they need. Through employers, industry partners and government programs, Sun Life U.S. offers a portfolio of benefits and services, including dental, vision, disability, absence management, life, supplemental health, medical stop-loss insurance, and healthcare navigation. We have more than 6,400 employees and associates in our partner dental practices and operate nationwide.

At Sun Life, we're driven by our Purpose: helping our Clients achieve lifetime financial security and live healthier lives. Our values shape how we work: caring, authentic, bold, inspiring, and impactful.

When you join Sun Life, you'll work with passionate colleagues and empowering leaders who support your growth and celebrate your contributions, so you can make a meaningful difference in our Clients' lives.

Visit our website to discover how Sun Life is making life brighter for our customers, partners and communities.  

Job Description:

• Primarily responsible for providing IT Service Desk remote support to all business staff members. This includes Executives, VPs, Directors, Managers and remote staff based across the US. Under limited supervision, will triage and provide first level support for Service Desk issues and requests, with an emphasis on prompt, first call resolution and proper routing to Tier 2 support or other subject matter expert when appropriate; administer user accounts and application security also, assist in deployments of desktop hardware or floor support when called upon.

Preferred skills (heading) / Compétences particulières (titre)

• 3-4 years’ experience with executive level and staff support.
• Technical proficiency in hardware and systems software, as well as experience installing hardware and software
• Written verbal and communication skills with both technical and non-technical audiences
• Apple experience (iPads, iOS, iPhones, MacBooks, etc.)
• A service-oriented attitude with the utmost discretion in handling sensitive/private technical issues and other matters.
• At least 3 years
• At least 4-5 years’ experience supporting end users and systems, both on-site and remotely (Windows 10/11, Apple IOS, Citrix, MS Products, Managing MS Exchange 2007/2010 and A/D accounts).Audio/Video knowledge
• Ability to work with little or no supervision from 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.
• Excellent verbal and written communication skills.
• Proficient in Microsoft Office (Excel, Word, Etc.)
• This position must pass a post-offer background and drug test.

Qualifications (heading) / Compétences (titre)

• Associate’s degree (A.A./A.S.) from two-year college or technical school; or one to two years related experience and/or training; or equivalent combination of education and experience.
• Or degree in Computer Science or related field.
• Or Certifications such as A+, ITIL Foundations

Responsibilities (heading) / Responsabilités (titre)

• Troubleshoot day-to-day software or hardware problems with desktops and peripherals
• Provide dedicated technical phone support via IT call center technology using Amazon Connect.
• Provide installation and support of all supported software and hardware, including desktop configurations and printers.
• Troubleshoot Microsoft Windows 10 and future Windows releases of desktop versions.
• Troubleshoot & 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 for computers and printers
• Provide project assistance when requested
• Audio visual system support in DentaQuest business environments
• Network configuration and problem solving in Windows, Apple, and Citrix environments (wired and wireless; business).
• Provide accurate incident and problem management reporting as required by using ticketing system.
• Handle the efficient escalation of customer service and support issues to the appropriate IT team members.
• Any other duties as assigned.

Salary Range: $62,000 - $83,700

At our company, we are committed to pay transparency and equity. The salary range for this role is competitive nationwide, and we strive to ensure that compensation is fair and equitable. Your actual base salary will be determined based on your unique skills, qualifications, experience, education, and geographic location. In addition to your base salary, this position is eligible for a discretionary annual incentive award based on your individual performance as well as the overall performance of the business. We are dedicated to creating a work environment where everyone is rewarded for their contributions.

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We are committed to fostering an inclusive environment where all employees feel they belong, are supported and empowered to thrive.  We are dedicated to building teams with varied experiences, backgrounds, perspectives and ideas that benefit our colleagues, clients, and the communities where we operate.  We encourage applications from qualified individuals from all backgrounds.

Life is brighter when you work at Sun Life

At Sun Life, we prioritize your well-being with comprehensive benefits, including generous vacation and sick time, market-leading paid family, parental and adoption leave, medical coverage, company paid life and AD&D insurance, disability programs and a partially paid sabbatical program.  Plan for your future with our 401(k) employer match, stock purchase options and an employer-funded retirement account.  Enjoy a flexible, inclusive and collaborative work environment that supports career growth.  We’re proud to be recognized in our communities as a top employer.  Proudly Great Place to Work® Certified in Canada and the U.S., we’ve also been recognized as a "Top 10" employer by the Boston Globe's "Top Places to Work" for two years in a row.  Visit our website to learn more about our benefits and recognition within our communities.

We will make reasonable accommodations to the known physical or mental limitations of otherwise-qualified individuals with disabilities or special disabled veterans, unless the accommodation would impose an undue hardship on the operation of our business. Please email thebrightside@sunlife.com to request an accommodation.

For applicants residing in California, please read our employee California Privacy Policy and Notice.

We do not require or administer lie detector tests as a condition of employment or continued employment.

Sun Life will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including applicable fair chance ordinances.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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