IT Helpdesk Support IMS Team
IT Helpdesk Support IMS Team
Posted on :
12-04-2025
Employer Active
1 Vacancy
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Job Description
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 1000 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 futureproof 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 forwardthinking business over the next few years and beyond and this is where you come in...
Summary:
IMS Helpdesk support is responsible for providing excellent customer support efforts for City ElectricSupplys proprietary software applications via phone email and ticketing system. IMS supportspecialists incorporate technical information for specialized programs and educate users on a varietyof topics when applicable. They actively participate in business meetings and suggest changes insoftware support processes based on observations. The Tier 1 support team also assist with thetesting of new software releases and report issues as needed. One of their main duties includesresearch tasks to provide sound solutions to customer requests.
Essential Job Functions:
- Provide excellent customer service to internal CES employees across North America.
- 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 nontechnical clients.
- Troubleshoot issues with the clients for resolution
- Cultivate business relationships based on trust and professionalism
- Ability to develop and maintain positive relations with customers coworkers and supervisors.
- Ability to multitask and to work effectively in a fastpaced environment.
- Ability to work full time or overtime if necessary.
Education/Experience:
- 1 year of technical support and troubleshooting preferred.
- Industry certifications preferred.
- Experience using a ticketing system for issue tracking and resolution preferred.
- Proficiency in Microsoft Office including Word and Excel.
- High school diploma or equivalent required.
Competencies:
- Highly organized
- Team player along with individual ownership
- Strong communication skills
- Build relationships with clients
- Analytical skills
Benefits
- Medical Dental Vision Insurance.
- 401(k) company match program.
- Telehealth.
- Shortterm and Longterm 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 fastgrowing 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.
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
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 contactus ator.
City Electric Supply is a drug free workplace.
For further information about CES visit our website at .
Employment Type
Full-Time
Key Skills
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