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Jobs · OTHR · Wisconsin

Service Desk Associate

Sunlife · Milwaukee, WI · 2 days ago
OTHR$62k–$84k/yrFull-time

About the Role

Primarily responsible for providing IT Service Desk remote support to all business staff members, including Executives, VPs, Directors, Managers, and remote staff across the US. This role involves triaging and resolving Service Desk issues, administering user accounts, and assisting with hardware deployments under limited supervision.

Responsibilities

  • 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.
  • Install and support all supported software and hardware, including desktop configurations and printers.
  • Troubleshoot Microsoft Windows 10 and future Windows releases of desktop versions.
  • Support Apple/MAC, Android, and tablet products.
  • 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.
  • Support audio-visual systems in DentaQuest business environments.
  • Configure and troubleshoot networks in Windows, Apple, and Citrix environments (wired and wireless; business).
  • Provide accurate incident and problem management reporting using a ticketing system.
  • Efficiently escalate customer service and support issues to the appropriate IT team members.
  • Perform any other duties as assigned.

Qualifications

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

Preferred Skills

  • 3-4 years’ experience with executive-level and staff support.
  • Technical proficiency in hardware and systems software, including installation experience.
  • Strong written and verbal communication skills with both technical and non-technical audiences.
  • Apple experience (iPads, iOS, iPhones, MacBooks, etc.).
  • Service-oriented attitude with discretion in handling sensitive/private technical issues.
  • 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 independently with little or no supervision.
  • Experience in a fast-paced, highly technical remote support environment.
  • Strong customer service experience.
  • Ability to be on-site and on-call.
  • Proficiency in Microsoft Office (Excel, Word, etc.).

Pay

Salary Range: $62,000 - $83,700. Your actual base salary will be determined based on your unique skills, qualifications, experience, education, and geographic location. This position is also eligible for a discretionary annual incentive award based on individual and business performance.

Benefits

  • Generous vacation and sick time.
  • Market-leading 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.

We are committed to fostering an inclusive environment where all employees feel they belong, are supported, and empowered to thrive. We encourage applications from qualified individuals from all backgrounds.

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