Job details

IT Helpdesk Support (Tier I)

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 recognize 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...

Life as IT Helpdesk Support at CES:

As an IT Helpdesk Support person you are responsible for interacting with our end users in resolving support requests and general technical related inquiries. In this role you are accountable for gathering information from the customer and determining the fundamental problem. You can complete first level fixes to known issues.

Your Objectives:

Take preliminary call requests from users and creates the ticket
Provide remote 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 to local areas for training purposes

Essential Skills & Experience:

High school diploma or equivalent
1 years of experience in a relevant field competencies
Working knowledge of MS Office Word and Excel
Strong interpersonal and communication skills
Ability to multi-task effectively.
Ability to work within a team environment and maintain positive relationships with co-workers.

Interview Process:

30-minute Phone Screen with Talent Acquisition Partner
1-hour Onsite Interview with the hiring manager and team lead at our Downtown Dallas, TX HQ

Benefits Package:

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.
Free use of the state-of-the-art private gym at our IT Headquarters.
Our IT teams predominantly work remotely but we have an IT Headquarters based in Dallas where you’ll always receive a warm welcome and has striking views of the iconic Dallas skyline!
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.

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 are an individual with a disability and require a reasonable accommodation to complete any part of the application process, please let us know. Likewise, if you are limited in the ability to access or use this online application process and need an alternative method for applying, we will determine an alternate way for you to apply. Please contact HRServices@cityelectricsupply.com or CES Human Resources at 1-855-571-2477 for assistance with an accommodation.

Average salary estimate

$55000 / YEARLY (est.)

min

max

$50000K

$60000K

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What You Should Know About IT Helpdesk Support (Tier I), City IT

At City Electric Supply (CES), we're on the lookout for an enthusiastic IT Helpdesk Support (Tier I) to join our dynamic team in Dallas, TX. If you love solving problems and helping people, we believe you'll fit right in! In this role, you will be the first point of contact for our internal customers, assisting them with their tech-related inquiries and support requests. Picture yourself diving deep into each inquiry, gathering vital information, troubleshooting issues, and delivering quick fixes, all while maintaining a friendly demeanor. You'll have the chance to interact with a variety of users, learning about their needs and ensuring they feel supported throughout their tech journey. While helping with hardware and software challenges, you’ll follow established procedures, document your findings, and, when necessary, escalate concerns to Level 2 technicians. We value teamwork at CES, so communication with your colleagues is key! Plus, with our support and training programs, there’s plenty of room for growth and advancement in your career. Not to mention, we offer a competitive benefits package that includes medical insurance, a 401(k) match, and even access to a state-of-the-art private gym! If you possess strong interpersonal skills, enjoy working collaboratively in a team environment, and have some experience with tech support, we'd love to hear from you. Join us at CES as we transform the electrical industry with innovative technology solutions. Your journey begins here!

Frequently Asked Questions (FAQs) for IT Helpdesk Support (Tier I) Role at City IT

What are the responsibilities of an IT Helpdesk Support (Tier I) at City Electric Supply?

As an IT Helpdesk Support (Tier I) at City Electric Supply, your main responsibilities involve interacting with end-users to resolve technical inquiries, creating support tickets, and performing initial troubleshooting for common issues. You'll gather critical information about problems, assist with remote support, and document the troubleshooting processes. If needed, you’ll escalate issues to Level 2 technicians, all while ensuring great customer service and communication with colleagues.