{"id":3093405,"url":"https://alion.io/job/sun-life-service-desk-associate","title":"Service Desk Associate","company":{"id":1049263,"name":"Sun Life","domain":"sunlife.ca","url":"https://alion.io/company/sunlife-ca","size_band":"11-50","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":95,"open_postings":28,"ghost_share":0,"stale_share":0.357,"repost_share":0.071,"time_to_fill_p50_days":16,"computed_at":"2026-10-26T05:57:25Z"}},"role":"Support","role_family":"Support","seniority":"middle","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Milwaukee, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":62000,"max":83700,"currency":"USD","period":"year","gross":null,"usd_annual":83700},"salary_estimate":null,"experience_years_min":4,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Service Desk","optional":false},{"name":"ITIL","optional":true},{"name":"Microsoft Office","optional":true},{"name":"Windows","optional":true}],"status":"live","first_seen_at":"2026-10-22T15:34:06Z","employer_posted_date":"2026-10-22","last_verified_at":"2026-10-26T10:01:34Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"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.\nAt 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.\nWhen 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.\nVisit our website to discover how Sun Life is making life brighter for our customers, partners and communities.\nJob Description:\nPrimarily 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.\nPreferred skills (heading) / Compétences particulières (titre)\n3-4 years’ experience with executive level and staff support.\nTechnical proficiency in hardware and systems software, as well as experience installing hardware and software\nWritten verbal and communication skills with both technical and non-technical audiences\nApple experience (iPads, iOS, iPhones, MacBooks, etc.)\nA service-oriented attitude with the utmost discretion in handling sensitive/private technical issues and other matters.\nAt least 3 years\nAt 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\nAbility to work with little or no supervision from direct Leader.\nAbility to work in a fast-paced, highly technical remote support environment.\nDemonstrable strong Customer Service experience.\nAbility to be on site and on call.\nExcellent verbal and written communication skills.\nProficient in Microsoft Office (Excel, Word, Etc.)\nThis position must pass a post-offer background and drug test.\nQualifications (heading) / Compétences (titre)\nAssociate’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.\nOr degree in Computer Science or related field.\nOr Certifications such as A+, ITIL Foundations\nResponsibilities (heading) / Responsabilités (titre)\nTroubleshoot day-to-day software or hardware problems with desktops and peripherals\nProvide dedicated technical phone support via IT call center technology using Amazon Connect.\nProvide installation and support of all supported software and hardware, including desktop configurations and printers.\nTroubleshoot Microsoft Windows 10 and future Windows releases of desktop versions.\nTroubleshoot & Support Apple/MAC, Android, and tablet products\nSupport users working remotely\nMaintain current inventory of computers\nRequest purchase orders, validate purchase needs, and receive and process purchases\nTroubleshoot network connectivity problems for computers and printers\nProvide project assistance when requested\nAudio visual system support in DentaQuest business environments\nNetwork configuration and problem solving in Windows, Apple, and Citrix environments (wired and wireless; business).\nProvide accurate incident and problem management reporting as required by using ticketing system.\nHandle the efficient escalation of customer service and support issues to the appropriate IT team members.\nAny other duties as assigned.\nSalary Range: $62,000 - $83,700\nAt our company, we are committed to pay transparency and equity. The salary range for this role is competitive nationwide, and we strive to ensure that compensation is fair and equitable. Your actual base salary will be determined based on your unique skills, qualifications, experience, education, and geographic location. In addition to your base salary, this position is eligible for a discretionary annual incentive award based on your individual performance as well as the overall performance of the business. We are dedicated to creating a work environment where everyone is rewarded for their contributions.\nNot ready to apply yet but want to stay in touch? Join our talent community to stay connected until the time is right for you!\nWe are committed to fostering an inclusive environment where all employees feel they belong, are supported and empowered to thrive. We are dedicated to building teams with varied experiences, backgrounds, perspectives and ideas that benefit our colleagues, clients, and the communities where we operate. We encourage applications from qualified individuals from all backgrounds.\nLife is brighter when you work at Sun Life\nAt Sun Life, we prioritize your well-being with comprehensive benefits, including generous vacation and sick time, market-leading paid family, parental and adoption leave, medical coverage, company paid life and AD&D insurance, disability programs and a partially paid sabbatical program. Plan for your future with our 401(k) employer match, stock purchase options and an employer-funded retirement account. Enjoy a flexible, inclusive and collaborative work environment that supports career growth. We’re proud to be recognized in our communities as a top employer. Proudly Great Place to Work® Certified in Canada and the U.S., we’ve also been recognized as a \"Top 10\" employer by the Boston Globe's \"Top Places to Work\" for two years in a row. Visit our website to learn more about our benefits and recognition within our communities.\nWe will make reasonable accommodationsto the known physical or mental limitationsof 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  to request an accommodation.\nFor applicants residing in California, please read our employee California Privacy Policy and Notice.\nWe do not require or administer lie detector tests as a condition of employment or continued employment.\nSun Life will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including applicable fair chance ordinances.\nAll 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.\nJob Category:\nIT - Technology ServicesPosting End Date:\n30/10/2026","description_format":"text","description_chars":7338,"description_truncated":false,"requirements":{"experience_years_min":4,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"associate","optional":false},"security_clearance":false,"languages":[]},"benefits":["Equity","Generous vacation"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Wealth Management & Financial Advisors","Asset Management & Funds","Health Insurance & Benefits","Life Insurance & Annuities"],"lifecycle":[{"event":"open","at":"2026-10-22T15:34:06Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":3,"expected_fill_days":16,"reasons":["conf:1","velocity","win:early","comp:brand"],"computed_at":"2026-10-26T05:57:25Z"},"pay":{"stated_usd_annual":83700,"is_top_pay":true},"html_url":"https://alion.io/job/sun-life-service-desk-associate","json_url":"https://alion.io/job/sun-life-service-desk-associate.json","meta":{"generated_at":"2026-10-26T12:38:51Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":17332,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-27T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1049263},"rest":"https://alion.io/mcp/rest/get_company?id=1049263"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fsun-life-service-desk-associate"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fsun-life-service-desk-associate"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fsun-life-service-desk-associate"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/sun-life-service-desk-associate\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fsun-life-service-desk-associate"}]}