Tier 1 Tech Support- Help Desk

About the role

As the first point of contact for internal customers, the Help Desk representative helps businesses manage the day to day operations to stay productive. You will support a variety of team members, including a warehouse operations team, prioritize requests, and resolve issues on a daily basis. Successful Help Desk Support Specialists will go above and beyond to assist in making the operation run smoothly.

Responsibilities

• Resolving IT support requests from employees
• Answering employee questions regarding computer systems
• Gathering and analyzing data to diagnose problems with computer systems
• Changing configurations, settings and permissions to fix computer issues
• Generating sign ins for new hires during the onboarding process
• Installing new software and hardware drivers and updating existing ones as needed
• Updating employees on the status of their service requests
• Logging all service requests and updating tickets as needed
• Travel to our branches to do field work under supervision with 24 hours notice, or in the event of an outage
• Weekly on call hours to assist Colonial Electric’s 24/7 operation; an on-call schedule is provided weekly. Hours will be between 5 pm and the start of the new business day. Compensated via overtime hours.

Education, Experience and Skills

• Minimum two years of relevant experience in a help desk/IT support role
• Certifications such as A+ / Network + / Microsoft are preferred but not required
• High-level knowledge of commonly used software, hardware and applications
• Strong oral communication skills to gather information from employees and explain complex technical concepts in simple language
• Demonstrated written communication skills to create useful support logs
• Analytical and problem-solving skills to troubleshoot and diagnose issues
• Time management skills to provide updates and fixes within a promised time frame
• Multitasking skills to assist multiple employees at once
• Observational skills to recognize warning signs that indicate potential problems
• Customer service skills to interact professionally and positively with employees and coworkers
• Reliable transportation is required

Who is Colonial Electric?

We are Colonial Electric Supply, the #1 supplier of commercial electrical and lighting components in the tri-state area. Our team is the fastest and smartest in the lighting and electrical supply business, with the most contracts because we love to win! We are always looking to promote from within and due to our dedicated training team, many have been promoted within the first year!

Work-Life Balance

We are privately-owned and led by men and women of strong character. That means we value the health and happiness of the people who work with us. We’ve made work-life balance a point of pride for 90 years. Back in 1925, we called it “respect.” Everyone who joins Colonial Electric is a respected member of our team.

Benefits

• Medical Insurance: Choose between a traditional PPO and flexible health plan with a tax-free health savings account; comprehensive and affordable coverage; preventative care covered at 100%; access to the Blue Cross Blue Shield national network
• Dental Benefits: Affordable coverage with annual exams, cleanings and x-rays covered at 100% and rollover benefits
• Vision Benefits: Yearly eye examinations and discounts on lenses, frames, contacts, and LASIK procedures; access to 70,000 provider locations across the U.S., including Walmart and America’s Best Glasses
• 401(k) for Comfortable Retirement: Colonial Electric matches 25% of your contributions up to 6% of your annual earnings
• Life Insurance & AD&D Insurance: Offered at zero cost to full-time employees
• Paid Time Off: Includes vacation, personal time, paid holidays and more
• Colonial Paid Parental Leave: Company paid time off to care for the birth or adoption of a child