Desktop Support, Associate

Sallie Mae - New Castle, DE

Full-time - Entry Level

Hybrid - New Castle, DE

Credit Intermediation and Related Activities

About the position

The Associate, Desktop Support at Sallie Mae is responsible for providing technical support and troubleshooting assistance to employees, ensuring smooth operation of desktop-related issues. This role is crucial in maintaining the functionality of hardware, software, and network connectivity, thereby supporting the company's mission to empower students in their educational journeys.

Responsibilities

• Provide first-line technical support for desktop-related issues, including hardware, software, and network connectivity problems.
• Diagnose, troubleshoot, and resolve technical problems related to desktops, laptops, printers, and other peripherals.
• Install, configure, and upgrade computer hardware, operating systems, and software applications.
• Set up and deploy new desktop and laptop computers for employees, ensuring proper installation and configuration.
• Assist in managing and maintaining an inventory of hardware and software assets, including tracking warranties, licenses, and service agreements.
• Document and update technical knowledge base articles, FAQs, and user guides to facilitate self-help and reduce recurring issues.

Requirements

• Familiarity with desktop operating systems (Windows, macOS), hardware, software, and peripherals.
• Basic understanding of networking concepts, such as TCP/IP, DNS, DHCP, and VPN.
• Strong problem-solving skills, with the ability to diagnose and resolve technical issues effectively.
• Excellent communication skills, both verbal and written, with the ability to convey technical information in a clear and concise manner.
• Strong organizational and time management abilities, with the capacity to prioritize tasks and manage multiple assignments.

Nice-to-haves

• Bachelor's degree in information technology, computer science, or a related field. Relevant certifications are a plus.
• 1-2 years of experience in a desktop support or technical support role.

Benefits

• Competitive base salaries
• Bonus incentives
• Generous PTO, Floating Holidays and 12 Federal Holidays observed
• Support for financial-well-being and retirement 401k with employer match
• Comprehensive medical, dental, vision, hospital indemnity, critical illness, pet insurance and more
• Employer paid short-term/long-term disability and basic life insurance
• Flexible hybrid working arrangements
• Paid parental leave and adoption reimbursement programs
• Free access to on-site staffed fitness centers (in Delaware) and gym subsidy (for locations outside Delaware)
• Confidential counseling support (EAP), Health Advocacy services and Wellness program with financial incentives
• Tuition Reimbursement and Family Scholarship Programs
• Career development and training opportunities