What are the responsibilities and job description for the IT Helpdesk Support position at City IT?
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.
\n- 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.
- 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.
- 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.
- MS Teams phone screen with Talent Acquisition Partner.
- 1-hour onsite interview with the Service Desk Manager and the Hardware Helpdesk Team Lead.
- 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.
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.