IT Helpdesk Lead: POS & Windows Support

Energy Transfer; Dallas (TX); On-site; USD 30,000 - 39,000; Full time

Job summary

Sunoco LP is seeking an IT Helpdesk professional to provide frontline technical support for a wide base of store locations. You will troubleshoot hardware and software issues, handle POS systems, and assist with network connectivity, all while maintaining SLA targets and a strong focus on customer satisfaction.

The role requires 5+ years in IT/POS support, excellent communication, and the ability to work with remote teams.

Qualifications

• 5+ years of IT or POS support experience.
• Experience resolving standard Windows desktop issues and basic PC/POS networking.
• Experience with ticketing systems and meeting ticket resolution SLAs.
• Experience with POS (Radiant, VeriFone, Fiscal, Passport).
• Strong customer service and written/verbal communication skills.

Responsibilities

• Troubleshoot customer issues related to hardware and software using remote methods and guided problem solving.
• Troubleshoot network connectivity issues.
• Respond to questions via phone, email, or ticketing system.
• Ensure accurate and complete ticket logs for reporting and escalations.
• Escalate to onsite vendors as needed to resolve issues.
• Follow up with customers to verify issue resolution.
• Work to resolve tickets within established SLAs.
• Assist with software patch deployment projects and monitoring.
• Submit KB articles for issue resolution and software support.
• Provide positive customer support experience.
• Provide after-hours support on a rotational basis.

Skills

IT support

POS systems

Windows desktop

Networking

Ticketing systems

Customer service

Communication

Education

High school diploma

Tools

Radiant

VeriFone

Fiscal

Passport

Job description

Sunoco LP is seeking an IT Helpdesk professional to provide frontline technical support for a wide base of store locations. You will troubleshoot hardware and software issues, handle POS systems, and assist with network connectivity, all while maintaining SLA targets and a strong focus on customer satisfaction.

The role requires 5+ years in IT/POS support, excellent communication, and the ability to work with remote teams.