Sr. Service Desk Associate

You are as unique as your background, experience and point of view. Here, you'll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals, families and communities around the world.

The Sr Service Desk Associate will provide professional and efficient technical solutions to escalated customer inquiries within the Service Desk team. Under limited supervision, this role will collaborate with all members of the Service Desk to investigate complex technical problems. The Sr Service Desk Associate will also participate in the coordination of all business-critical major incident events and collaborate with various teams during technical investigations. Primarily responsible for operating as an escalation point for technology issues that are unable to be resolved by downstream level support staff. This includes supporting Executives, VPs, Directors, Managers, and remote staff based across the US. In addition, monitoring level 2 and level 3 support queue and evaluation incoming incidents for the fastest possible resolutions.

Preferred skills

• Strong understanding of best practices in relation to end user computer usage and maintenance.
• Strong working knowledge of troubleshooting endpoint network connectivity, VPN and two factor authentication workflows.
• Strong working knowledge in Windows 10 operations.
• Working knowledge of Apple MAC OS operations.
• Demonstrate genuine interpersonal and written communication skills.
• Ability to translate information in written and verbal form to both technical and non-technical audiences.
• Ability to give explicit instructions to support staff for support work direction.
• Ability to work with little or no supervision from direct leader.
• Ability to work in a high-volume, highly technical environment.
• Demonstrate a strong customer-service centric approach.

• Ability to demonstrate leadership with a desire to improve themselves, their team, department and business.

• Ability to self-motivate, work independently, and take ownership of job responsibilities to deliver on expectations.
• Natural problem solver, innovator and mentor.
• Ability to multitask, switch focus and identify urgency in customer incidents.
• Excellent verbal and written communication skills.
• Ability to work occasional on-call rotation and afterhours support.
• Self-starter, take initiative and strong appetite for learning.
• A service-oriented attitude with the utmost discretion in handling sensitive/private information through technical issues and other matters.

• Qualifications
• Associate's or bachelor's degree; or 5 or more years related experience and/or training from a technical school.
• 5 or more years interacting, communicating and supporting executive level personnel.
• 4 or more years' experience in Service Desk/Help Desk environments.
• Experienced in End User Computing tools such as: ServiceNow, Citrix, Bomgar, Microsoft Office 365, Cisco Call Center.
• High technical proficiency in supporting end user equipment types (laptops, desktop, printers, scanners, mobile devices, etc.).
• At least 5 years' experience supporting end users and systems, both on-site and remotely (Windows 10, Citrix published desktop and applications, Microsoft Products, SharePoint, and Active Directory accounts and OUs).
• At least 5 years' experience supporting various operating systems (Apple iOS, Windows, Android, Etc.)
• Extensive experience using Adobe and Microsoft Office products (Excel, Word, Outlook, PowerPoint, Etc.).
• Experience managing hardware and software assets using IT Asset Management best practices.
• 4 or more years supporting remote-workers with individual unique at-home internet setups.
• Extensive experiencing troubleshooting wide range of technical issues related to but not limited: applications, files and directories, OS errors, printing failures, internet issues, etc.
• Experience communicating clearly, professionally, and efficiently with multiple business leaders. Including, but not limited to: Executives, VPs, Directors, Managers and Supervisors.

Responsibilities

• Researching and resolving the most difficult and complex problems that other service desk levels have been unable to resolve
• Documenting support related knowledge articles for purpose of improved service quality.
• Participate in the coordination of major incident management services.
• Troubleshoot complex day-to-day software or hardware problems with desktops and peripherals
• Provide installation and support of all supported software and hardware, including desktop configurations and printers.
• Work assigned internal and external department projects to completion.
• Schedule and support video conferencing solutions.
• Troubleshoot Microsoft Windows 10 and future Windows releases of desktop versions.
• Troubleshoot & Support Apple/MAC, Android, mobile devices including tablet products.
• Support large remote-worker customer base.
• Providing courteous and professional communication with clients and internal departments.
• Troubleshoot network connectivity problems for computers and printers
• Provide project assistance when requested.
• Network configuration and problem solving in Windows, Apple, and Citrix environments (wired and wireless).
• Provide accurate incident and problem management reporting as required by using ticketing system.
• Handle the efficient escalation and or triage of support issues to the various IT groups including but not limited to security analysts, engineers, and developers.
• Keep up-to-date with technical changes that affect user community.
• Any other duties as assigned.

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Life is brighter when you work at Sun Life
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Excellent benefits and wellness programs to support the three pillars of your well-being - mental, physical and financial - including generous vacation and sick time, market-leading paid family, parental and adoption leave, a partially-paid sabbatical program, medical plans, company paid life and AD&D insurance as well as disability programs and more
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Retirement and Stock Purchase programs to help build and enhance your future financial security including a 401(k) plan with an employer-paid match as well as an employer-funded retirement account
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A flexible work environment with a friendly, caring, collaborative and inclusive culture
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Great Place to Work Certified in Canada and the U.S.
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Named as a "Top 10" employer by the Boston Globe's "Top Places to Work" two years running
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.

Our Affirmative Action Program affirms our commitment to make reasonable accommodation to the known physical or mental limitation 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.comto request an accommodation.

At Sun Life we strive to create a flexible work environment where our employees are empowered to do their best work. Several flexible work options are available and can be discussed throughout the selection process depending on the role requirements and individual needs.

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.