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.

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.

• 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, Mac Books, 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.

• 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

• 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…