IT Helpdesk Support

• 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.
• 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. T his position has no supervisory responsibilities.

• 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.

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.