IT Helpdesk Support (Deskside)

IT Helpdesk Support (Deskside) – Non-Exempt position

City Electric Supply (CES) - Onsite - 400 South Record St., Dallas, TX 75202

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:

As a Help Desk/Deskside Support Technician, you’ll be the first point of contact for our end users, helping them troubleshoot technical issues and ensuring they have the support they need to stay productive.

In this role, you’ll investigate, diagnose, and resolve support requests while providing top-notch customer service. You’ll gather key details, pinpoint the root cause of issues, and apply first-level fixes to keep everything running smoothly.

If you love problem-solving, thrive on helping others, and want to grow your IT skills, this is the perfect opportunity to make an impact!

Essential Job Functions:

• Takes the preliminary call and in-person requests from users and creates the ticket.
• Provide on-site support to internal customers.
• Gather customers information / data and determine the fundamental problem.
• Troubleshooting, (researching the symptoms) of the problem.
• Documents steps in determining the underlying problem.
• Hardware and Software Troubleshooting skills.
• Network Troubleshooting.
• Escalates to Level 2 technician within time constraints.
• Follows up on resolutions until completion.
• Walk customers through the problem-solving process.
• Follows established departmental standards and procedures.
• Contributes to team effort by accomplishing related results as needed.
• Works under supervision and understands the necessity for communicating and coordinating work efforts.
• Ability to work full time or overtime, if necessary.
• Some travel required to Headquarters for meetings and training.

Education/Experience:

• 1 year of IT helpdesk/deskside support experience (preferred).
• Experience using a ticketing system for issue tracking and resolution (preferred).
• Proficiency in Microsoft Office, including Word and Excel.
• High school diploma or equivalent required.

Competencies:

• Exceptional customer service skills with a focus on user satisfaction.
• Strong interpersonal and communication skills, both verbal and written.
• Ability to multitask effectively while maintaining attention to detail.
• Team-oriented mindset with the ability to build and maintain positive relationships with colleagues.

Physical Demands:

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. This position requires sitting at a desk for long periods of time. The employee must be able to
• See details of objects that are less than a few feet away
• lift and move items up to 10 pounds.

Interview Process:

• 30-minute Phone Screen with Talent Acquisition Partner.
• 1-hour Onsite Interview with Hiring Manager & Team Lead.

Benefits:

• 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.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

EEO Statement

City Electric Supply (CES) provides equal employment opportunities (EEO) to all employees and candidates for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, veteran status, or other protected class status. In addition to the federal law requirements, CES complies with applicable state and local laws governing nondiscrimination in employment. CES also makes reasonable accommodations to qualified individuals with disabilities, in accordance with the ADA. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfers, leaves of absence, compensation, and training.

Attention Applicants: If you have a disability and need a reasonable accommodation to complete any part of the application process, or if you have difficulty accessing or using the online application process and need an alternative method, please contact us at HRServices@cityelectricsupply.com or 1-855-571-2477.

City Electric Supply is a drug free workplace.

For further information about CES, visit our website at www.cityelectricsupply.com.