As the Helpdesk Supervisor at Crescent Electric, you will isolate and determine root cause of complex technical problems based on client, Tier I, and Tier II input. You will oversee the Tier I Technicians and Helpdesk Coordinators.

PRIMARY DUTIES:

• Interact with escalation resources (vendors) to resolve complex technical issues, as required.
• Clarify and ensure Tier I and Tier II Technicians understand the requirements of the work and the methodology to resolve technical issues.
• Provide input for new process and methodology around new clients and new support requirements.
• Mentor and coach other IT technician personnel.
• Work on and/or lead projects; including, but not limited to, deployment, hardware review, and integrations.
• Provide analysis and reporting on department service levels as a management summary and/or detailed performance report.
• Recommend current supported software applications and hardware appropriate to best meet client requirements.
• Acquire and maintain knowledge on all newly purchased and existing supported desktop software, hardware, and related systems.
• Assist with the testing of new or upgraded PC software and hardware releases, as requested.
• Log and track calls using problem management software, maintain history records, and related problem documentation.
• Handle problem recognition, research, isolation, resolution, and follow-up for user problems, and/or end user requests.
• Aid the Server Administrators and Network Administrators in the day-to-day support of the technical infrastructure and notify appropriate IT personnel of any infrastructure outages or problems not immediately resolved.

SUPERVISORY RESPONSIBILITIES:

• Manage direct reporting personnel and redefine the team, as needed.
• Carry out supervisory responsibilities in accordance with the organization's policies, procedures, and applicable laws.
• Responsibilities may include assisting with hiring, interviewing, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
• Outline roles and responsibilities, drive effective and efficient onboarding, and provide coaching and mentoring on an ongoing basis.
• Periodically evaluate the performance of each employee and offer goals and objectives on an annual basis.
• Recommend merit wage increases within the established company wage structure and policy.

QUALIFICATIONS:

• Bachelor's Degree in IT or related field; 2 years related experience and/or training; or equivalent combination of education and experience.
• Ability to diagnose and resolve hardware, software, and network related problems.
• Strong problem solving and analytical skills.
• Thorough knowledge of computer software packages, including word processing, spreadsheet, database, and Windows applications.
• Familiarity with various hardware and software products, with the ability to learn new programs a needed.
• Strong interpersonal skills with the ability to work and communicate effectively with individuals at all levels of the organization.

#LI-CECE

Total Rewards and Benefits

Crescent Electric's compensation package includes an array of top-tier benefit options, including:

• Eligibility for health, and dental, vision coverage, 401(k) plan, and flexible spending accounts, subject to plan terms.
• Eligibility for company-paid benefits such as life insurance, short-term disability, long-term care, and Employee Assistance Program, subject to applicable waiting periods.
• Excused Absence time off and Paid Time Off (PTO).
• Company-paid holidays.
• Other benefits for which you may be eligible includes supplemental life insurance, hospital indemnity, and accident and critical illness benefits with cancer coverage.
• Eligibility: Employees are eligible for health, dental, vision, and life insurance benefits on the first of the month following 30 days of employment. Employees who are 21 years of age or older will be automatically enrolled in the company's 401(k) plan once they achieve 90 days of employment.

Family Owned. Culture of Quality. Opportunities to Advance.

Crescent is transforming and we are on a missionto power the communities we serve through teamwork and relentless customer focus. We have a visionof uncompromising teamwork committed to becoming the industry leader for our employees, suppliers, and shareholders. At Crescent, you will have the opportunity to develop professionally, grow personally and have the flexibility to balance your life's priorities. Let's serve together. Let's power our communities together. Let's become THE industry leaders...together.

Crescent Electric Supply is proudly an Equal Opportunity Employer. Crescent Electric Supply does not discriminate on the basis of age, color, race, national origin, gender, religion, marital status, disability, veteran, military status, sexual identity or expression, sexual orientation, or any other basis prohibited by local, state, or federal law. Veterans and military spouses are highly encouraged to apply. We recognize and value the unique strengths of the military community in supporting our mission to serve those who have served. Candidates are subject to pre-employment assessments, Motor Vehicle Record review, criminal background checks, references check, and a post-offer drug screen.