Lead Technician - IT Service Desk

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 LPis a leading energy infrastructure and fuel distribution master limited partnership operating across 32 countries and territories in North America, the Greater Caribbean, and Europe. The Partnership’s midstream operations include an extensive network of approximately 14,000 miles of pipeline and over 160 terminals. This critical infrastructure complements the Partnership’s fuel distribution operations, which distribute over 15 billion gallons annually to approximately 11,000 Sunoco and partner-branded retail locations, as well as independent dealers and commercial customers.

At Sunoco, we take great pride in what we do and wholeheartedly believe our employees drive success for our company and our customers. We are always looking for the best and brightest talent and we are committed to making your job a challenging and rewarding experience.

Summary:

Provide IT helpdesk technical support for a customer base of 6000+ sites to ensure maximum site uptime, meet SLA requirements for ticket resolution, and assist with various technology rollout projects.

Essential Duties and Responsibilities:

• Troubleshoot customer issues relating to various hardware and software packages using pertinent questions, remote troubleshooting and walking customers through problem solving process
• Troubleshoot network connectivity related issues.
• Respond to queries by phone, email or ticketing system
• Ensure accuracy and completeness of logged ticket information to support reporting and escalations
• Escalate to and work with onsite vendors as required to resolve issues
• Follow up with customers to verify issues have been resolved
• Work to resolve tickets within established SLA’s
• Assist with software patch deployment projects and monitoring
• Submit KB articles for issue resolution and software support to team leads
• Provide positive customer support experience
• Provide after-hours support on a rotational basis

Requirements:

Education and/or Experience, Knowledge, Skills & Abilities:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements for this position are listed below:

• 5+ years required in IT, Windows based desktop and/or POS (Point of Sale) support preferred. High school diploma or equivalent.
• Experience supporting POS (Radiant, VeriFone, Fiscal, Passport, etc.) in a c-store environment would be helpful, but not required
• Experience resolving standard Windows desktop issues, and basic understanding of PC and POS networking
• Experience with ticket tracking systems and meeting ticket resolution SLAs
• Experience with desktop support tools and the ability to quickly learn new tools and technologies
• Experience with Local Area Networks, Wide Area Networks
• This position requires strong customer service, written, and verbal communication skills

Working Conditions:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

• Usually, normal office working conditions.
• Must be able to remain in a stationary position 50% of the time due to prolonged periods of sitting or standing.

An equal opportunity employer/disability/vet

Sunoco is an equal opportunity employer and does not discriminate against qualified applicants on the basis of any actual or perceived legally protected characteristics under federal, state, or local law.

The nature and frequency of the above working conditions and requirements may vary depending on individual operational circumstances. Where feasible, the Partnership will make reasonable accommodations to qualified individuals with disabilities to enable them to perform the essential functions of the job.

DISCLAIMER: The statements listed in this job posting, which are subject to change, are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

If, because of a medical condition or disability, you need a reasonable accommodation forany part of the application process, please contact the EEO Coordinator at 713-989-2247.This number is for reasonable accommodation requests only.