IT SERVICE DESK SUPPORT - ONSITE

Position Summary

The IT Support Analyst is a customer-facing onsite role within the Technology Service Center (TSC), responsible for delivering a consistent, professional, and helpful support experience for Sunrise employees. The role provides Level 1–Level 2 support across phone/chat/email and onsite channels, prioritizes clear communication and ownership, and ensures issues are documented and resolved efficiently. The Analyst supports break/fix troubleshooting, device lifecycle work (including parts depot activities), and collaborates with other IT teams to restore services quickly while adhering to Sunrise Core Values.

Essential Functions

• Demonstrate Sunrise Core Values in all interactions by acting with professionalism, empathy, accountability, integrity, and a strong commitment to customer service and teamwork.
• Provide professional, responsive, and respectful IT support via phone, chat, email, and onsite, ensuring a positive end-user experience.
• Troubleshoot and resolve common hardware, software, and connectivity issues, including Windows devices, peripherals, printers, browsers, and standard business applications (e.g., Microsoft Office, Adobe).
• Perform deskside and onsite support as needed to quickly restore employee productivity.
• Execute break/fix diagnostics, hardware swaps, reimaging, and restore-to-service activities, including support of parts depot and device repair processes.
• Support device lifecycle activities such as new setups, replacements, upgrades, asset tagging, CMDB updates, and inventory accuracy.
• Install approved software and perform standard configurations according to policy and documented procedures.
• Accurately document all support activities in tickets, including symptoms, impact, troubleshooting steps, communications, and resolution details; perform warm handoffs during escalations.
• Escalate issues outside Tier 1/Tier 2 scope in partnership with Senior Analysts, ensuring a clear problem statement, documented steps taken, and customer impact prior to escalation.
• Contribute to knowledge base articles, standard operating procedures, and quick-reference guides to improve consistency and reduce repeat issues.
• Demonstrates the ability to work effectively with AI tools and maintains an open, curious approach to emerging technologies.
• Participate in a shared after-hours on-call rotation to support time-sensitive incidents outside normal business hours.

KEY COLLABORATORS

• End Users
• Infrastructure
• Security
• Application Support
• Supervisory Responsibilities: None

COMPETENCIES

• Alignment w/Sunrise Core Values
• Adaptability
• Communication
• Compliance
• Dependability & Flexibility
• Initiative
• Judgement
• Organizational Skills
• Productivity
• Professionalism
• Quality Service
• Teamwork
• Technical /PC Skills

Education & Experience

• High school degree or GED required
• 2-year college degree or equivalent related experience preferred
• Minimum of 2 years of IT experience required
• Experience in the financial industry preferred

Compensation & Benefits

• Annual salary range DOQ: $46,432 - $66,331
• Benefits: Medical, Dental, Vision, Life, AD&D, STD, LTD and Pet insurance, FSA, 401k, PTO, PVTO, PPL and more.