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IT Technical Support Analyst

Consolidated Electrical Distributors • Irving, TX • 5h ago

Summary

Job title: IT Technical Support Analyst

Job ID: null

Department: Credit & AR Systems

Location: null-null

Description

Summary:

Consolidated Electrical Distributors (CED) is seeking a detail-driven problem solver to support our users and systems. You'll triage and resolve issues, communicate clearly in writing and in person, and collaborate across help desk, systems, and software development. The ideal candidate thrives on complex technical problems, prioritizes effectively, and exercises sound judgment on when to escalate. You are organized, personable, punctual, inquisitive, independent, and use AI tools thoughtfully to augment, but never replace, good troubleshooting

Reports to: TBD

Minimum Qualifications:

· Bachelor's degree

· 2+ years of experience in customer support or technical support serving internal or external users

· Core attributes: organized, able to prioritize, personable, punctual, collaborative, inquisitive, independent, willing to learn and take on new challenges.

· Communication: excellent writing skills; comfortable engaging users and having candid, constructive conversations.

· Execution: strong attention to detail, reliable follow-through, and conscientious focus on helping users.

· Tools: proficient with Microsoft Excel; fast, accurate typing; comfortable with standard productivity tools (e.g., Outlook/Word/PowerPoint or equivalents).

· AI literacy: discernment to separate good from bad outputs; judgment on when to iterate vs. start over and when to use AI vs. not.

Preferred Qualifications:

· Experience analyzing large sets of data with MS Excel a plus

· Experience with T-SQL and SSMS a plus

Working Conditions:

This job operates in a professional office environment and extensively uses computer equipment.

Supervisory Responsibilities: No

Essential Job Functions:

· Serve as a front-line point of contact for internal users via ticketing system, chat, email, and phone

· Troubleshoot problems reported by users with a focus on identifying underlying issues

· Listen actively to users experiencing an incident, document critical details, and ask appropriate follow-up questions

· Track open issues using CED's case management software (Freshservice)

· Prioritize incidents based on the severity from both the perspective of the user and the overall system

· Follow up with users in a timely fashion with a focus on providing excellent customer service

· Collaborate with other systems department and help desk resources as needed to resolve open issues

· Escalate critical incidents to management when necessary

· Write user-facing documentation to aid in comprehension and adoption of new and existing features

· Write clear knowledge-base articles, incident summaries, and status updates; contribute to process and SOP improvements

· When necessary, interact with Software Development to articulate the challenges facing users and brainstorm ways they might be resolved

· Deliver excellent customer service with an empathetic, personable, and collaborative approach

CED is an Equal Opportunity Employer - Disability | Veteran

Compensation Range:

The compensation range for this position is $ to $

Other Compensation:

The following additional compensation may be applicable for this position:

Profit Sharing

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