IT Helpdesk Support (Deskside)

: At City Electric Supply, we encourage our people to ask questions, create, discover, and learn. If you're passionate about what you do and think you can contribute, we encourage you to apply even if you don't meet every requirement listed. Your unique experiences and perspectives could be exactly what we need to grow and innovate. Let's build something great together! 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 recognize 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... Summary: In this hands-on role, you'll provide day-to-day support for CES employees by troubleshooting hardware and software issues, handling Tier 1 tickets via Freshservice, and managing the shipping and receiving of IT equipment like laptops and monitors from our onsite fulfillment center. You'll work both independently and collaboratively in our Marshfield, MA office with some local travel required (up to 2 hours outside of Marshfield, MA). If you're looking for a dynamic, onsite role with a mix of technical and logistical tasks, this is the perfect opportunity to grow your skills in IT support.

Essenital Job Functions:

• 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.
• At least 1 year of hands-on experience in technical support, where you've successfully resolved issues and provided 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 Marshfield, MA office.

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.

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, veteran status, or other protected class status. In addition 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. 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 [email protected] or 1-855-571-2477. City Electric Supply is a drug free workplace. For further information about CES, visit our website at