IT Service Desk Support - Onsite

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 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.


• 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.


• 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.


• 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