Rexel USA is recognized as a Great Place to Work!

Rexel USA is a leading distributor of electrical supplies, services, and solutions, which includes the following companies: Rexel, Gexpro, Platt & Mayer.

A career with us offers professional growth, career advancement, unlimited opportunities to learn, and a fun, inclusive culture. We are committed to creating a diverse workplace where everyone is valued, treated with dignity and respect, and empowered to do their best work.

Our values are the foundation for how we operate with our employees, customers, and suppliers. We strive to Deliver the Best Customer Experience, Join Forces for Success, Encourage Innovation, Engage People to Develop Their Talents, Trust Each Other, and Enjoy Making a Difference.

If you're driven by collaboration and delivering quality work, join Rexel USA as a IT End User Specialist !

The position of IT End User Specialist will be based out of our Dallas, TX location!

Summary

The IT End User Specialist on the L2 End User Support team is responsible for supporting the daily operation of the IT Care Center, fulfilling end user computer needs, providing break/fix services and partnering/leading technical escalations and related IT projects. This role will partner with IT teams to accomplish desired business goals, support the IT manager, and contribute to resolutions with hands-on support. This role will provide “white glove” service for executives and occasional after-hours emergency support.

What You’ll Do

Be responsible for day-to-day operations of the Service Desk, support of end user computer needs and break/fix services
Facilitate all requests and efforts from users and provide a prompt resolution with satisfactory results
Identify, research and resolve complex technical problems. Help escalate and contribute to problem resolution by giving hands-on support
Look for opportunities to reduce ticket counts by automation, refinement of SOPs and creation of self-help tools
Be responsible for “white-glove” service for execs and work closely with office managers and admins
Provide input to identify process improvements and develop simple automated scripts, tools, and procedures
Execute and follow Help Desk procedures and SOPs, analyze tickets to identify and document problem areas for better resolution time
Provide input for continuous improvement within L2 including tools, knowledge base, call handling, customer service and scopes to department manager
Assist with audio conference calls and video sessions as required by the executive team
Address client concerns regarding computer standards/procedures and suggest ways to make things more efficient
Assist with asset management duties as required by the asset management team
Provide input and assist in testing and selection of future technologies and devices
Assist with IT cost control and actively look for opportunities to control spend
Responsible for imaging/implementation/testing/deployment of desktop hardware and software
Coordinate efforts with IT Care Center and IT functional teams to resolve desktop related issues and drive completion for related projects
Other duties as assigned

The information contained in this job description is intended to describe the essential job functions required of those assigned to this job. It is not intended to be an exhaustive list of all responsibilities, duties, knowledge, skills, and abilities needed to perform the job. Please note that management retains the right to assign or reassign duties and responsibilities to this job at any time. The ability to competently perform all the essential duties of the position, with or without reasonable accommodation, demonstrate commitment to effective customer service delivery, integrity, and the ability to work productively as a member of a team or work group are basic requirements of all positions at Rexel USA.

What You’ll Need

4 Year / Bachelor's Degree in Computer Science or similar field
5+ years of IT desktop experience
Experience in Microsoft environment; O365, Office, MFA, laptops, mobile device iOS and Android
Experience in mobile devices on both iOS and Android
MAC OS is a plus
Certifications in related IT technologies

Knowledge, Skills & Abilities

Familiarity and understanding of Microsoft tool and OS
Expert in servicing computers and break/fix
Experience with account management
Proven ability to offer high level desktop support in an enterprise environment
Strong and proven customer service skills and comfortable working with executives
Ability to lead team members and provide directions
Excellent communication skills; in both written and verbally
Dependable and people-oriented; enjoys interacting and comfortable around people
Can remain calm and composed during stressful times

Working Conditions and Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Working Environment:

Exposed to unpleasant or disagreeable physical environment such as high noise level and/or exposure to heat and cold None
Exposed to electrical hazards; risk of electrical shock None
Handles or works with potentially dangerous equipment None
Travels to offsite locations None

Physical Demands:

Sit: Must be able to remain in a stationary position Frequently – 21% to 50%
Walk: Must be able to move about inside/outside office or work location Frequently – 21% to 50%
Use hands to finger, handle, or feel: Operates a computer and other office machinery Constantly – at least 51%
Stoop, kneel, crouch, or crawl: Must be able to crouch down to stock shelves, pick up boxes, or position oneself to maintain computers in the lab/under desks/in server closet Occasionally – up to 20%
Climb or balance: Must be able to ascend/descend on a ladder, forklift, pallet jack, or other warehouse equipment None
Talk, hear, taste, smell: Must be able to use senses to effectively communicate with co-workers and clients and detect hazardous conditions Frequently – 21% to 50%

Weight and Force:

Up to 10 pounds Constantly – at least 51%
Up to 25 pounds Occasionally – up to 20%
Up to 50 pounds None

“Rexel USA (A VEVRAA Federal Contractor), and its affiliated companies, is an EEO/Disabled/Veterans employer. All qualified candidates will receive consideration for employment without regard to any characteristics protected by law.”

Our Benefits Include:

Medical, Dental, and Vision Insurance
Life Insurance
Short-Term and Long-Term Disability Insurance
401K with Employer Match
Paid vacation and sick time
Paid company holidays plus flexible personal days per year
Tuition Reimbursement
Health & Wellness Programs
Flexible Spending Accounts
HSA Accounts
Commuter Transit Benefits
Additional Optional Insurance such as Pet Insurance, Legal Assistance, Critical Illness, Home and Auto Insurance to name a few.
Employee Discount Programs
Professional Training & Development Programs
Career Advancement Opportunities – We like to promote from within

IT End User Specialist

149633

Dallas, TX

Rexel USA

IT/Digital/Data

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Rexel USA is a VEVRAA federal contractor and an EEO/AA employer. (Females/Minorities/Protected Veterans/Individuals with a Disability) We are committed to creating a diverse and inclusive workplace where everyone is valued, treated with dignity and respect, and empowered to do their best work. If you encounter difficulty using our online application system due to disability and would like to request reasonable accommodation, email staffing@rexelusa.com or call (888) 739-3547

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IT End User Specialist