IT SERVICE DESK SUPPORT

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 Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.