IT Helpdesk Support (Hardware)

About CES:

CES is a global electrical wholesaler, providing electrical products to people in the industry known for its extensive range of products and commitment to customer service. Founded in 1951 in the United Kingdom, it has since expanded to over 1,000 locations across multiple countries, including the United States, Canada, Australia, and Europe.

We in IT are delivering value to our business and our customers with the innovative solutions that enable our business to better serve our customers today and in the future. We recognise that technology and data are at the forefront of this. 

Our Global IT team deliver a portfolio of transformative work, expand our digital options, upgrade and future-proof our systems to place us at the forefront of the marketplace. 

To do this, we need talented and creative people across all areas to join us in delivering our evolution to enable our forward-thinking business over the next few years and beyond, and this is where you come in... 

Summary:

As a Tier 1 IT Helpdesk Support Technician (Hardware), you’ll be the first line of defense in providing outstanding technical support to our internal users. You’ll be responsible for troubleshooting hardware and software issues, ensuring that our team can continue to work seamlessly. Whether it's handling ticket requests or providing on-site support, your ability to diagnose and resolve technical problems quickly will be key to keeping our operations running smoothly.

In this dynamic role, you’ll have the opportunity to interact with users, gather critical information, and provide both remote and on-the-ground solutions. You'll document your findings, escalate more complex issues to Level 2 support, and ensure every user walks away with their problem resolved and a positive experience.

• 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.
• Customer Service Focused.
• 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.

• Experience using a ticketing system to manage and resolve incoming technical issues.
• Working knowledge of Microsoft Office applications, including Word and Excel.
• At least 1 year of experience troubleshooting technical issues (preferred but not required).

• Exceptional interpersonal and communication skills, with a strong emphasis on delivering excellent customer service.
• Ability to multi-task effectively.
• Ability to work within a team environment and maintain positive relationships with co-workers.

• 30-minute Phone Screen with Talent Acquisition Partner
• 1-hour Onsite Interview with the interview Panel

• Competitive hourly pay.
• 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.

• This position has no supervisory responsibilities.

• 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 is very active and requires standing, walking, bending, kneeling, stooping, and climbing.  The employee must be able to lift and move items up to 50 pounds.   

• 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.