IT Service Desk Technician – POS & Network Support

Sunoco LP; Dallas (TX); On-site; USD 40,000 - 60,000; Full time

Job summary

Sunoco LP in Dallas is seeking an IT helpdesk specialist to provide frontline support for 6,000+ sites, ensuring maximum uptime and adherence to SLAs while assisting with technology rollout projects.

You will troubleshoot hardware and software issues, assist with network connectivity, respond via phone, email or ticketing system, log accurate ticket details, escalate when needed, and contribute to knowledge base articles while providing positive customer support and rotating after-hours coverage.

Qualifications

• 0–2 years IT/helpdesk experience required; 2–3 years preferred.
• Experience with POS support in a c-store environment is helpful but not required.
• Strong customer service and communication skills.
• Experience with ticketing systems and meeting SLA targets.

Responsibilities

• Troubleshoot hardware and software issues via remote guidance and questioning.
• Troubleshoot network connectivity issues.
• Respond to queries by phone, email or ticketing system.
• Log ticket information accurately to support reporting.
• Escalate to onsite vendors as required to resolve issues.
• Follow up with customers to verify issues have been resolved.
• 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 support

Windows desktop

Networking basics

Ticketing systems

Customer service

Remote troubleshooting

Education

High school diploma

Tools

POS devices (Radiant VeriFone Fiscal Passport)

Windows OS tools

Job description

Sunoco LP in Dallas is seeking an IT helpdesk specialist to provide frontline support for 6,000+ sites, ensuring maximum uptime and adherence to SLAs while assisting with technology rollout projects.

You will troubleshoot hardware and software issues, assist with network connectivity, respond via phone, email or ticketing system, log accurate ticket details, escalate when needed, and contribute to knowledge base articles while providing positive customer support and rotating after-hours coverage.