Job description
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.
DentaQuest manages dental and vision benefits for more than 33 million Americans. Our outcomes-based, cost-effective solutions are designed for Medicaid and CHIP, Medicare Advantage, small and large businesses, and individuals. With a focus on prevention and value, we aim to make quality care accessible to improve the oral health of all.
Job Description:
Primarily responsible for providing Service Desk remote technical support for DentaQuest and its partners. This includes Executives, VPs, Directors, Managers and staff based on location. Under limited supervision, will triage and provide first level support for all Service Desk issues and requests, with an emphasis on prompt, first call resolution and proper routing to Tier 2 support or other subject matter experts when appropriate.
JOB DUTIES AND RESPONSIBILITIES:
- Troubleshoot day-to-day software or hardware problems with desktops and peripherals
- Provide dedicated technical phone support via IT call center technology using Cisco Finesse
- 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
- Occasional assist 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
- 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.
JOB REQUIREMENTS:
- Associate’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.
- Minimum 2 years’ experience with executive level and staff support.
- Technical proficiency in hardware and systems software, as well as experience installing hardware and software
- Written verbal and communication skills with both technical and non-technical audiences
- Apple experience (iPads, iOS, iPhones, MacBooks, etc.)
- A service-oriented attitude with the utmost discretion in handling sensitive/private technical issues and other matters.
- At least 2-3 years’ experience supporting end users and systems, both on-site and remotely (Windows 10, Apple IOS Leopard and later, Citrix, MS Products, Managing MS Exchange 2007/2010 and A/D accounts).Audio/Video knowledge
- Ability to work with little or no supervision from direct Leader.
- Prior experience setting-up, installing, cabling, and maintaining offices including all networking equipment (Apple, Cisco, VoIP).
- Ability to work in a fast-paced, highly technical environment.
- Demonstrable strong Customer Service experience.
- Occasional ability to be on site and on call.
- Excellent verbal and written communication skills.
- Proficient in Microsoft Office
- This position must pass a post-offer background and drug test.
PREFERRED EXPERIENCE:
- College degree in Computer Science or related field.
- Associate’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.
- VoIP experience.
PHYSICAL AND ENVIRONMENTAL CONDITIONS
- Ability to work in a traditional professional office setting and operate a personal computer.
- Support hours are between 8:00am-5:00pm Eastern Time but could fluctuate between 7:00am-6:00pm Easter Time on occasion.
- Occasional overtime, after hours and/or weekend work
- Must be able to lift and carry heavy equipment
- Must be willing and able to travel to other offices as requested (may include overnight stays on occasion).
Life is brighter when you work at Sun Life
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.
If you are a California resident, the salary range for this position is:
If you are a Colorado resident, the salary range for this position is $ 59,900 - $80,900 annually.
If you are a New York resident, the salary range for this position is $70,700 - 95,500 annually.
If you are Washington resident, the salary range for this position is $66,100 - $89,300 annually.
We consider various factors in determining actual pay including your skills, qualifications, and experience. In addition to salary, this position is eligible for incentive awards based on individual and business performance as well as a broad range of competitive benefits.
Sun Life Financial is a leading provider of group insurance benefits in the U.S., helping people protect what they love about their lives. More than just a name, Sun Life symbolizes our brand promise of making life brighter -for our customers, partners, and communities. Join our talented, diverse workforce and launch a rewarding career. Visit us at www.sunlife.com/us to learn more.
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.
#LI-remote
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 recruitingUS@sunlife.com 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.
For applicants residing in California, please read our employee California Privacy Policy and Notice.
Job Category:
Posting End Date:
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
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