IMS Helpdesk Support: IT Troubleshooter & Service Pro

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

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