Senior IT Service Desk Specialist - Remote Support

Sun Life; Milwaukee (WI); Hybrid; USD 62,000 - 84,000; Full time

Job summary

Sun Life U.S. is seeking an IT Service Desk professional to provide remote support to executives, VPs, Directors, Managers and staff across the United States.

Under limited supervision, you will triage incidents, deliver first-call resolution, and escalate to Tier 2 when needed, while administering user accounts and assisting in hardware deployments. The ideal candidate has 3–5 years of executive/staff support experience, strong communication, and proficiency with Windows 10/11, Apple devices,

Qualifications

• Associate's degree or 1–2 years related experience; or equivalent combination of education and experience.
• Or degree in Computer Science or related field.
• Or Certifications such as A+, ITIL Foundations.

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.
• 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.

Skills

Executive support

Customer service

Communication

Apple devices

Remote support

On-site support

Citrix

MS Office

Exchange admin

AV knowledge

Education

AA/AS degree

CS degree

A+, ITIL Foundations

Tools

Citrix

Microsoft Exchange

Active Directory

Amazon Connect

Office tools

Job description

Sun Life U.S. is seeking an IT Service Desk professional to provide remote support to executives, VPs, Directors, Managers and staff across the United States.

Under limited supervision, you will triage incidents, deliver first-call resolution, and escalate to Tier 2 when needed, while administering user accounts and assisting in hardware deployments. The ideal candidate has 3–5 years of executive/staff support experience, strong communication, and proficiency with Windows 10/11, Apple devices,