IT Helpdesk Support (Deskside)

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
Life as an IT Helpdesk Support (Deskside) at CES: In this hands-on role, you'll provide day-to-day support for CES employees at our Charlotte warehouse by troubleshooting hardware and software issues, handling Tier 1 tickets via Freshservice, and managing the shipping and receiving of IT equipment such as laptops, monitors, and peripherals from our onsite fulfillment center. You'll work both independently and collaboratively in the warehouse environment, assisting colleagues directly at their desks and ensuring their technology is functioning smoothly. Some local travel may be required within the Charlotte area (up to 2 hours from the office).
If you're looking for a dynamic, onsite role with a mix of technical support and logistical responsibilities, this is the perfect opportunity to grow your skills in IT support while working closely with a supportive team.

Essential Job Duties:

• Take the preliminary call and in-person requests from users and create the ticket.
• Provide on-site support to internal customers.
• Gather customer information/data and determine the fundamental issue.
• Troubleshoot (research the symptoms) of the problem.
• Document steps taken to determine the underlying issue.
• Hardware and software troubleshooting skills.
• Network troubleshooting.
• Escalate to Level 2 technician within time constraints.
• Follow up on resolutions until completion.
• Walk customers through the problem-solving process.
• Customer service focused.
• Follow established departmental standards and procedures.
• Contribute to team effort by accomplishing related results as needed.
• Work under supervision and understand 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.

Education/Experience:

• High school diploma or equivalent.
• Minimum of 1 year of hands-on experience in technical support, ideally in a deskside or onsite support environment.
• Proven ability to troubleshoot and resolve technical issues while delivering excellent customer service to end users.

Travel:

• Please note that this role may require travel to branches as needed, with distances of up to 2 hours from our Charlotte, NC warehouse. Travel will be less than 10%.

Interview Process:

• 30-minute Talent Acquisition Phone Screen.
• 1-hour Onsite Interview with the System Support Manager and Hardware Helpdesk Team Lead.

Benefits Offered:

• Competitive hourly pay.
• Medical, Dental, Vision Insurance.
• Paid Time Off and 7 paid Holidays.
• 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 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.

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 ApplicantsIf 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.