Deskside Support

Job description

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 Deskside Support, you'll be the first point of contact for end users experiencing technical issues, responsible for resolving support requests and answering general technical questions. You'll gather information from internal City Electric Supply employees to identify the root of the problem and handle first level fixes for known issues, escalating anything beyond that scope to Level 2 support. ### Essential Job Functions - Take initial calls and in person requests from users and create tickets accordingly. - Provide onsite support to internal customers. - Gather customer information and determine the underlying issue. - Troubleshoot by researching symptoms and documenting the steps taken to identify the root cause. - Apply hardware, software, and network troubleshooting skills to resolve issues. - Escalate to a Level 2 technician within established time constraints. - Follow up on open tickets until full resolution. - Walk customers through the problem solving process clearly and patiently. - Follow departmental standards and procedures. - Contribute to team goals by supporting related tasks and results as needed. - Work under supervision while communicating and coordinating effectively with the team. - Some travel required to Headquarters for meetings and trainings. ### Education/Experience - High school diploma or equivalent required. - 2+ years of experience in a relevant technical field. ### Competencies - Working knowledge of MS Office, including Word and Excel. - Strong interpersonal and communication skills. - Ability to multitask effectively in a dynamic environment. - Comfortable working within a team and maintaining positive relationships with coworkers. ### Benefits Offered: - 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. ### Supervisory Responsibility This position has no supervisory responsibilities.