Hardware Helpdesk Technician - Tier I

City Electrical Factors; Dallas (TX); On-site; USD 40,000 - 55,000; Full time

Benefits offered by this job

Medical, Dental, Vision Insurance

401(k) company match program

Paid Time Off

Employee Assistance Program

Training Programs

Job summary

A leading electrical wholesaler based in Dallas is seeking a Tier 1 Hardware Helpdesk Technician. The technician will be responsible for providing exceptional technical support to internal users, troubleshooting hardware and software issues, and ensuring seamless operations. Candidates should have a high school diploma, one year of relevant experience, and a strong focus on customer service. This role also involves documenting solutions and escalating complex issues to Level 2 support. Competitive benefits are offered, including insurance and paid time off.

Qualifications

• 1 year experience in a relevant field is required.
• Experience using a ticketing system to manage and resolve incoming technical issues.

Responsibilities

• Provide outstanding technical support to internal users.
• Troubleshoot hardware and software issues.
• Handle ticket requests and provide on-site support.

Skills

Strong interpersonal and communication skills

Ability to multitask effectively

Customer service focus

Education

High school diploma or equivalent

Tools

MS Office Word

MS Office Excel

Ticketing system

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 a Tier 1 Hardware Helpdesk Technician, you’ll be the first line of defense in providing outstanding technical support to our internal users. You’ll be responsible for troubleshooting hardware and software issues, ensuring that our team can continue to work seamlessly. Whether it’s handling ticket requests or providing on-site support, your ability to diagnose and resolve technical problems quickly will be key to keeping our operations running smoothly. In this dynamic role, you’ll have the opportunity to interact with users, gather critical information, and provide both remote and on‑ground solutions. You’ll document your findings, elevate more complex issues to Level 2 support, and ensure every user walks away with their problem resolved and a positive experience.

Essential Job Functions

• Troubleshooting (researching the symptoms) of the problem
• Document steps in determining the underlying problem
• Complete elementary first fixes and document the resolution
• Escalate to Level 2 technician within time constraints
• Communication between internal support and the customer
• 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

Education/Experience

• High school diploma or equivalent
• 1 year’s experience in a relevant field
• Experience using a ticketing system to manage and resolve incoming technical issues
• Working knowledge of MS Office Word and Excel

Competencies

• Strong interpersonal and communication skills
• Ability to multitask effectively
• Ability to work within a team environment and maintain positive relationships with co‑workers
• Demonstrates a strong customer service mindset by taking ownership of support requests, prioritizing user impact, and following issues through to full resolution

Benefits

• 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 Responsibilities

This position has no supervisory responsibilities.

Interview Process

• 30 minute TA phone screen
• 30 minute MS Teams video interview with the hiring manager
• 1 hour onsite panel interview at our Dallas headquarters

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 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 [e-mail] 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.