Help Desk Specialist

Empower your Future at One of the Nation’s Leading Independent Electrical Distributors! 

At U.S. Electrical Services, Inc. (USESI), we combine over 100 years of expertise, $150M+ in inventory, and the power of 2,000+ dedicated employees across 150 locations to deliver excellence every day. As a family of 14 regional businesses, we thrive on innovation and teamwork, empowering our people to shape the future of the electrical industry.

The IT Help Desk Specialist provides advanced technical support, independently manages assigned projects, and works directly with stakeholders, vendors, and IT teams. This hands-on position requires 5+ years of relevant IT support experience. Core technologies include Windows 11, Active Directory, Microsoft 365, Microsoft Intune, Windows Autopilot, and Axis IP cameras. The specialist supports onsite and remote users while helping modernize endpoint deployment and management.

• →Provide Level 2 and Level 3 support for USESI business applications, Microsoft 365 applications including Outlook, computers, printers, peripherals, and network connectivity.
• →Diagnose hardware, software, and connectivity issues using monitoring tools, remote management applications, and available technical resources. Restore services and escalate urgent or complex incidents to the appropriate teams.
• →Guide Tier 1 and Tier 2 staff through troubleshooting, apply critical thinking to undocumented issues, and perform root cause analysis to reduce recurring problems.
• →Maintain clear communication and follow-up until incidents and requests are resolved. Build trust through professional, customer-focused support and meet established service targets and SLAs.
• →Record incidents, service requests, troubleshooting steps, and resolutions in Jira Service Management. Maintain accurate support documentation and knowledge articles.
• →Follow established Service Desk processes for incident, request, change, release, and problem management.
• →Configure, deploy, and manage Windows endpoints using Microsoft Intune and Windows Autopilot. Support the transition from traditional desktop imaging to modern deployment methods.
• →Create, maintain, and troubleshoot Intune configuration profiles, compliance policies, application packages, and update policies in coordination with infrastructure and security teams.
• →Troubleshoot device enrollment, provisioning, policy synchronization, and application deployment issues for onsite and remote users.
• →Maintain device provisioning, deployment, and retirement procedures. Standardize device configurations and application assignments based on employee roles and business requirements.
• →Install, diagnose, repair, upgrade, and maintain supported computers and peripherals. Perform approved software upgrades and deployments, obtaining required authorization for new software.
• →Assist infrastructure teams with approved server upgrades and maintenance, following change procedures and obtaining required hardware approvals.
• →Collaborate with IT teams and vendors to evaluate technologies, conduct proofs of concept, and implement reliable solutions that meet business needs and industry best practices.
• →Configure, maintain, and troubleshoot Axis IP cameras, including network connectivity, Power over Ethernet (PoE), firmware updates, and video management system integration. Resolve camera availability, image quality, recording, and remote viewing issues with network teams and vendors.
• →Maintain camera location and configuration records, and coordinate camera installation and replacement with onsite teams or vendors.
• →Additional Duties and Responsibilities:
• →Assist with the installation and deployment of routers, switches, and phones.
• →Assist with data migrations during projects and corporate acquisitions.
• →Assist with onsite evaluations of IT assets during corporate acquisitions.
• →Support scheduled weekend cutovers and installation of networking equipment for project work.
• →Travel to other USESI locations as needed to support projects, equipment deployments, acquisitions, and onsite troubleshooting. Travel may include overnight stays.
• →Participate in on-call coverage as assigned and respond to urgent IT issues outside normal business hours, including evenings and weekends.

• Proficiency with supported Microsoft 365 applications, Windows endpoint operating systems, and desktop, laptop, and tablet hardware; familiarity with Windows Server environments relevant to assigned support duties.
• Knowledge of Active Directory, Microsoft Entra ID, and their roles in identity and device management, including integration with Microsoft Intune and Windows Autopilot.
• Understanding of modern endpoint management throughout the device lifecycle, from enrollment and provisioning through configuration, compliance, updates, and retirement.
• Advanced knowledge of LAN and wireless technologies is preferred. Working knowledge of IP video surveillance, PoE, and video management systems is required.
• Strong customer service, communication, documentation, and problem-solving skills, with the ability to work independently and collaborate with people at all levels of the organization.
• Familiarity with PowerShell scripting to automate deployment and support tasks is preferred.

The duties below may be performed with or without reasonable accommodation. Reasonable accommodations are available to qualified individuals with disabilities to enable performance of the essential functions of the position.

• Regularly use a computer and related equipment for troubleshooting, documentation, and communication.
• Access workstations, equipment rooms, and other support areas to install, inspect, and service IT equipment. Tasks may involve sitting, standing, walking, bending, kneeling, or reaching.
• Lift, move, and position computers, monitors, printers, and related IT equipment, using assistance or handling equipment as needed.