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IT Helpdesk Support

City IT
Full-time
On-site
Dallas, Texas, United States
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 Tier I Helpdesk Support, you will interact directly with end users to resolve support requests and general technical inquiries.

In this role, you are responsible for gathering information from users to identify the underlying issue and performing basic, first-level troubleshooting for known problems. This position is focused on entry-level support and provides a foundation for developing more advanced technical skills.

Essential Job Functions:

    • Receive initial support requests via phone, email, or in-person, and create support tickets.
    • Provide technical support to internal employees primarily remotely via phone, email, or MS Teams chat, with occasional on-site support as required.
    • Gather information from users to identify the root cause of technical issues.
    • Perform basic troubleshooting and research symptoms to resolve problems.
    • Document troubleshooting steps and solutions clearly for internal records.
    • Troubleshoot hardware and software.
    • Escalate complex issues to Level 2 technicians within established timelines.
    • Follow up with users to ensure issues are fully resolved.
    • Guide users through the problem-solving process in a clear and supportive manner.
    • Maintain a strong customer service focus in all interactions.
    • Follow departmental standards, procedures, and best practices.
    • Collaborate with team members to achieve shared goals and complete tasks as needed.
    • Work under supervision, maintaining clear communication and coordination of work efforts.
    • Be available to work full time, and occasionally overtime if necessary.
    • Travel occasionally to headquarters for meetings and training.

Education/Experience:

    • High school diploma or GED required.
    • 1+ year of experience in technical support or a similar role.
    • Working knowledge of Microsoft Office applications, including Word and Excel.
    • Experience providing customer or end-user support is a plus.

Competencies:

    • Strong interpersonal and communication skills, both verbal and written.
    • Ability to multi-task and prioritize effectively in a fast-paced environment.
    • Team-oriented with the ability to maintain positive relationships with co-workers.
    • Customer service focused and committed to providing a positive support experience.
    • Detail-oriented and able to follow procedures and document work accurately.
    • Comfortable learning and adapting to new software and systems.

Interview Process:

    • 30-minute Talent Acquisition Phone Screen.
    • 1-hour Onsite Interview with the System Support Manager and Hardware Helpdesk Team Lead.

Benefits:

    • Competitive hourly pay.
    • Medical, Dental, Vision Insurance.
    • Paid Time Off and 7 paid Holidays.
    • 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 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.
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 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.   
 
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 
We are an Equal Employment Opportunity employer committed to providing equal opportunity in all of our employment practices, including selection, hiring, assignment, re-assignment, promotion, transfer, compensation, discipline, and termination. The Company prohibits discrimination, harassment, and retaliation in employment based on race; color; religion; genetic information; national origin; sex (including same sex); sexual orientation; gender identity; pregnancy, childbirth, or related medical conditions; age; disability or handicap; citizenship status; service member status; or any other category protected by federal, state, or local law.  We support protected veterans and individuals with disabilities through our affirmative action program.

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.
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