IMS HELPDESK SUPPORT (48881)

City Electric Supply; Dallas (TX); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401(k)

Telehealth

Disability Insurance

Life Insurance

Employee Assistance

Paid Time Off

Holidays

Job summary

City Electric Supply is seeking an IMS Helpdesk support specialist to provide first-line support for proprietary software via phone, email, and ticketing system from our Dallas head offices. You will convey technical information in clear terms, assist users, and contribute to process improvements while maintaining strong customer relationships.

The role emphasizes excellent communication, efficient issue tracking, and collaboration with cross-functional teams to resolve problems and enhance user

Qualifications

• Experience in a similar capacity.
• Industry certifications, preferred.

Responsibilities

• 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
• Ability to develop and maintain positive relations with customers, coworkers and supervisors.

Skills

Customer service

Communication

Troubleshooting

Ticketing system

Research skills

Education

High school diploma or equivalent

Tools

Ticketing system

Job description

Job Details: Job Location: Head Offices Dallas - Dallas, TX, Salary Range: Undisclosed, Job Category: Information Technology, 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

IMS Helpdesk support is responsible for providing excellent customer support efforts 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 assist with the testing of new software releases and report issues as needed. One of their main duties includes research tasks to provide sound solutions to customer requests.

Essential Job Functions

• 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
• Ability to develop and maintain positive relations with customers, coworkers and supervisors.

Qualifications: Education/Experience

• Experience in a similar capacity.
• Industry certifications, preferred.

Competencies

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

Benefits Offered

• 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 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

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.

City Electric Supply is a drug free workplace.

For further information about CES, visit our website at www.cityelectricsupply.com.