What are the responsibilities and job description for the IT SERVICE DESK SUPPORT position at Sunrise?
At Sunrise Banks we are committed to a culture of trust and transparency that welcomes all.
POSITION SUMMARY
The IT Support Analyst is a customer-facing 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.
- Support conference room and collaboration technology, including Teams meetings, cameras, microphones, speakers, docks, and displays; assist with meeting readiness as needed.
- 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.
- Participate in a shared after‑hours on‑call rotation to support time‑sensitive incidents outside normal business hours.
- Works primarily out of the Wabash location with one scheduled remote day per week.
KEY COLLABORATORS
End Users, Infrastructure, Security, Application Support
SUPERVISORY RESPONSIBILITIES
None
COMPETENCIES
- Alignment w/Sunrise Core Values
- Adaptability
- Communication
- Compliance
- Dependability & Flexibility
- Initiative
- Integrity
- Judgement
- Organizational Skills
- Productivity
- Professionalism
- Quality Service
- Teamwork
- Technical /PC Skills
- Work Quality
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.
- Superior skill set in the use of the following software applications: Microsoft Teams, Excel, Word, PowerPoint, and Outlook.
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. Details at www.sunrisebanks.com
Salary : $46,432 - $66,331