Sr Service Desk Associate

You are as unique as your background experience and point of view. Here youll be encouraged empowered and challenged to be your best self. Youll 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 youll 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 businesscritical 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 nontechnical 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 highvolume highly technical environment.
• Demonstrate a strong customerservice centric approach.

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

• Ability to selfmotivate 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 oncall rotation and afterhours support.
• Selfstarter take initiative and strong appetite for learning.
• A serviceoriented attitude with the utmost discretion in handling sensitive/private information through technical issues and other matters.

• Qualifications

• Associates or bachelors 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 onsite 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 remoteworkers with individual unique athome 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 daytoday 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 remoteworker 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 uptodate 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

Excellent benefits and wellness programs to support the three pillars of your wellbeing mental physical and financial including generous vacation and sick time marketleading paid family parental and adoption leave a partiallypaid sabbatical program medical plans company paid life and AD&D insurance as well as disability programs and more

Retirement and Stock Purchase programs to help build and enhance your future financial security including a 401(k) plan with an employerpaid match as well as an employerfunded retirement account

A flexible work environment with a friendly caring collaborative and inclusive culture

Great Place to Work Certified in Canada and the U.S.

Named as a Top 10 employer by the Boston Globes 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 otherwisequalified individuals with disabilities or special disabled veterans unless the accommodation would impose an undue hardship on the operation of our business. Please email to 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.