Help Desk Tech I - Summit Electric Supply

Summit Electric Supply is an electrical distributor keeping current with innovative changes in the way our world is powered. With over 40 years of continuous growth in a $110 billion industry, you can count on Summit's stability. Summit will provide the tools you need, along with your commitment to customer service and drive to excel, to have a successful career in electrical supply distribution. 

Role Summary:

The IT Help Desk Technician will act as a central point of contact for all associates regarding questions, requests or problems pertaining to the services delivered from the IT Department. This position is expected to have knowledge of commonly-used concepts, practices, and procedures.

Essential Job Functions:

• Act as first point of contact with customers to respond to phone and electronic requests for support as part of the Help Desk; typical issues include password resets, application functionality questions, basic user training, role based access and other similar type tasks.
• Provide exemplary customer service while ensuring the on-going maintenance and development of positive customer relationships with team members and end-users.
• Escalate tickets as necessary.
• Responsible for user account creation, deletion, and modification.
• Configure and troubleshoot collaboration software/hardware such as phones, softphones, instant messaging software, email, and video collaboration software.
• Enter, monitor, and update help desk tickets in the Cherwell service management system to track progress and resolution of customer issues.
• Performs closed-loop communication with end users to resolution.
• Ensure all time reporting and other required reports are accurate and timely.
• Meet or exceed various service levels (SLAs) as established by assignment (calls per day, ETAs, on-time response, administrative call closure, customer satisfaction).
• Ensure issues are correctly documented in the Cherwell service management system.
• Update Knowledge Articles and Help Desk Change Management content as necessary.
• Install, configure, and support user equipment and peripherals.
• Build and maintain effective working relationships with Summit associates. Coordinate and integrate departmental work activities with co-workers' work activities. Positively contribute to team and other work groups to carry out departmental projects.
• Stay current on all industry and regulatory trends relating to function.
• Monitor and identify personal/ professional development needs and maintains capabilities consistent with the organization’s philosophy and values through special project assignments, technical workshops and seminars; reading, course work, and development opportunities and activities.
• Displays a pleasant, professional manner and positive attitude on the job.
• Provides explanations regarding technical issues, translating into terms that others recognize and understand.
• Clearly communicates changes needed where opportunities exist.
• Other duties as specified.

Essential skills & Experience

Education & Certifications:

• Associates or Bachelor’s Degree in an IT related field preferred.  Work experience may be substituted.
• A+, Network+, and/or Security+ Certification.
• ITIL Foundations Certification preferred.

Software & Hardware Proficiency:

• Microsoft Suite of Products.
• Cisco Network and Phone Systems.
• Desktop/laptop hardware and application support.                               

Not sure yet if this is the right position for you? Contact a recruiter for more information about the position and how you can jump start your career in a dynamic, growing industry today!

Be a part of the Summit Electric family with room to grow and excel!

Not sure if this position is right for you? Click here to submit your information to our recruiting team.  

We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. We are committed to building a diverse and inclusive team where everyone feels valued and respected. We encourage applicants from all backgrounds to apply. If you require a reasonable accommodation in the application or hiring process, please contact our lead recruiter at (505) 346-2900 x 1224.  Employment with Summit Electric Supply is at-will. This means that either the employee or the company can terminate the employment relationship at any time, with or without cause or notice.  Your application and resume will be kept confidential and used solely for the purpose of evaluating your qualifications for this and other potential job opportunities within Summit Electric Supply. Employment is contingent upon successful completion of a background check.