IT Helpdesk Support

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.

IMS Helpdesk support is responsible for providing excellent customer support for City Electric Supply’s proprietary software applications via phone, email and ticketing system. IMS support specialists incorporate technical information for specialized programs and educate users on a variety of topics when applicable. They actively participate in business meetings and suggest changes in software support processes based on observations. The Tier 1 support team also assists with the testing of new software releases and reports issues as needed.

One of their main duties includes research tasks to provide sound solutions to customer requests.

• Provide excellent customer service
• Document and track issues in software and hardware operation through ticketing system
• Coordinate efforts with other teams and teammates to resolve issues quickly
• Perform root cause analysis for each issue, escalating as necessary
• Escalate issues to Tier 2 Team as necessary
• Explain technical issues to non-technical clients
• Troubleshoot issues with the clients for resolution
• Cultivate business relationships based on trust and professionalism
• Develop and maintain positive relations with customers, coworkers and supervisors
• Multi-task and work effectively in a fast-paced environment
• Work full time or overtime, if necessary

• Experience in a similar capacity
• Industry certifications, preferred

• Highly organized
• Team player along with individual ownership
• Strong communication skills
• Build relationships with clients
• Analytical skills

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.

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.

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.

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 HRSe or

City Electric Supply is a drug free workplace. For further information about CES, visit our website at