Lead Technician - IT Service Desk

Energy Transfer • Dallas, TX

9d

About The Position

Sunoco LP is a leading energy infrastructure and fuel distribution partnership operating across 32 countries and territories in North America, the Greater Caribbean, and Europe. The company’s midstream operations include approximately 14,000 miles of pipeline and more than 160 terminals, alongside fuel distribution operations serving retail locations, independent dealers, and commercial customers.

The Lead Technician - IT Service Desk provides helpdesk technical support to a customer base of more than 6,000 sites. The role focuses on maximizing site uptime, meeting service-level requirements for ticket resolution, and assisting with technology rollout projects. It typically takes place in normal office working conditions and includes rotational after-hours support.

Requirements

• At least 5 years of experience in IT is required.
• High school diploma or equivalent.
• Experience resolving standard Windows desktop issues and a 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 learn new tools and technologies quickly.
• Experience with Local Area Networks and Wide Area Networks.
• Strong customer service, written communication, and verbal communication skills.

Nice To Haves

• Windows-based desktop and/or POS support experience is preferred.
• Experience supporting POS systems such as Radiant, VeriFone, Fiscal, or Passport in a convenience-store environment is helpful but not required.

Responsibilities

• Troubleshoot customer hardware and software issues by asking relevant questions, using remote troubleshooting, and guiding customers through problem-solving.
• Troubleshoot network connectivity issues.
• Respond to queries by phone, email, or ticketing system.
• Ensure ticket information is accurate and complete to support reporting and escalations.
• Escalate issues to and work with onsite vendors as needed.
• Follow up with customers to verify that issues have been resolved.
• Resolve tickets within established service-level agreements.
• Assist with software patch deployment projects and monitoring.
• Submit knowledge base articles on issue resolution and software support to team leads.
• Provide a positive customer support experience.
• Provide after-hours support on a rotational basis.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: High school or GED