IT Helpdesk Support

3 weeks ago

Dallas, United States City IT Full time

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...

Life as a Helpdesk/Deskside Support at CES:

As a Help Desk/Deskside Support Technician - 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 elementary first level fixes to known issues.

Your Objective:

    • 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.
Key Skills and Experiences:
    • 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 Talent Acquisition Phone Screen
    • 1-hour Onsite Interview
Benefits Package:
    • Competitive hourly pay
    • Work from our IT Headquarters based in Dallas where you'll always receive a warm welcome and has striking views of the iconic Dallas skyline
    • 401k Contributions
    • Medical, Dental & Vision cover
    • Champion Health - a comprehensive physical, mental & financial wellbeing platform, offering bespoke content on all aspects of wellbeing & life including recipes, workouts, blogs and loads of other content for you
    • Free use of the state of the art private gym at our IT Headquarters
    • Full access to the Record Spinners when in operation (private shuttles that provide CES employees with free transportation anywhere within the Dallas Central Business District).
    • Company-paid parking.


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 or other protected class status. In additional 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.

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