Technician - IT Service Desk

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 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:

• 0-2 years required. 2-3 years of experience 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.

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