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City IT

Posted 5 days ago

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IT Helpdesk Support

DallasOn-siteFull-time

AI Summary

Acts as the first point of contact for internal employees, handling Tier I hardware and third-party software support requests, gathering customer information, troubleshooting, documenting, and resolving issues.

About this role

Looking to start an exciting new career? City Electric Supply offers excellent career opportunities for people who are friendly, motivated, and passionate about providing incredible customer service.
About City Electric Supply
CES is a family-owned electrical wholesaler with the benefits of a worldwide service network and the personal service of a neighborhood store. Our "customer service first" core value has allowed us to grow continually for over 65 years while keeping our founding principle of empowering people to make local business decisions. CES now employs more than 7,400 people at over 1,000 branches world-wide of which there are over 500 branches across North America. Our vision is to add 30-35 branches a year, while staying true to our Company values.

Summary
Ready to be the go to technical problem solver for a nationwide team? As a Help Desk Support Technician, you'll be the first point of contact for internal City Electric Supply employees across the country, handling Tier I hardware and third-party software support requests.

You're accountable for gathering information from the customer, digging into the root cause, and resolving known issues right at the first level of contact. If you like variety in your day and enjoy being the person who figures things out, this is the position for you.

Essential Job Functions:

  • Takes the preliminary call requests from users and creates the ticket.
  • Gather customer information and data to determine the fundamental problem.
  • Troubleshoot issues by researching symptoms and identifying patterns.
  • Document steps taken in determining the underlying problem.
  • Apply hardware and software troubleshooting skills to resolve Tier I issues.
  • Perform basic network troubleshooting.
  • Escalate to a Level 2 technician within established time constraints.
  • Follow up on resolutions until the issue is fully closed out.
  • Walk customers through the problem solving process in a clear, patient way.
  • Stay customer service focused, even when things get busy.
  • Follow established departmental standards and procedures.
  • Contribute to team efforts by helping accomplish related results as needed.
  • Work under supervision and understand the importance of communicating and coordinating with the team.

    • Education/Experience:

  • 1 year of experience in IT Helpdesk support or a similar role troubleshooting technical issues is highly preferred.
  • Experience managing IT ticketing through a ticketing system is preferred.
  • Working knowledge of MS Office Word and Excel.

    • Competencies:

  • Strong interpersonal and communication skills.
  • Confident, professional phone etiquette.
  • Comfortable juggling multiple priorities at once.
  • Works well within a team and builds positive relationships with co-workers.

    • Interview Process:

  • MS Teams phone screen with Talent Acquisition Partner.
  • 1-hour onsite interview with the Service Desk Manager and the Hardware Helpdesk Team Lead.

    • Benefits Offered:

  • Medical, Dental, Vision Insurance.
  • 401(k) company match program.
  • Telehealth.
  • Short-term and Long-term disability insurance.
  • Basic and AD&D Life Insurance paid for by the company.
  • Critical Illness, Hospital Confinement, Accident Insurance, Supplemental Life Insurance.
  • Employee Assistance Program.
  • Mental, physical, financial wellness.
  • Auto and Home Insurance discount.
  • Paid Time Off and 7 paid Holidays.
  • Paid Pregnancy, Parental, and Adoption Leave programs.
  • Employee Discount Program.
  • Training Programs.
  • Internal growth opportunities in a fast-growing company.
  • In some jurisdictions, state or local laws address sick leave or other leaves of absence. The Company complies with all such laws. This policy shall apply only to the extent it does not conflict with applicable law.

    • Supervisory Responsibility

    This position has no supervisory responsibilities.

    Skills

    ExcelHardware TroubleshootingIT HelpdeskMicrosoft OfficeMS TeamsNetwork TroubleshootingSoftware TroubleshootingTicketing SystemTier I SupportWord

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