IT Service Desk Technician

Energy Transfer•Dallas, TX

3d•Onsite

About The Position

This position is part of the Sunoco Retail Technical Help Desk. The Technical Help Desk provides Point of Sale support for all Sunoco Retail locations and their partners. Support is provided 7 days a week including after hours on call. All support is provided over the phone.

Requirements

0-2 years of experience in IT, Windows based desktop and/or POS (Point of Sale) support
Experience with ticket tracking systems and meeting ticket resolution SLAs
Experience with Local Area Networks, Wide Area Networks
Experience resolving standard Windows desktop issues, and basic understanding of PC and POS networking
This position requires strong customer service, written, and verbal communication skills

Nice To Haves

Experience supporting POS (Radiant, VeriFone, Fiscal, Passport, etc.) in a c-store environment would be helpful, but not required
Experience with desktop support tools and the ability to quickly learn new tools and technologies

Responsibilities

Troubleshoot customer issues relating to various hardware and software packages using pertinent questions, remote troubleshooting and walking customers through problem solving process
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