Assistant Technical Support Representative - Desktop Support

Job Posting:

Since 1953, Ferguson has been a source of quality supplies for a variety of industries. Together We Build Better infrastructure, better homes and better businesses. We exist to make our customers’ complex projects simple, successful, and sustainable. We proactively solve problems, adapt and grow to continuously serve our customers, communities and each other. Ferguson is proud to provide best-in-class products, service and capabilities across the following industries: Commercial/Mechanical, Facilities Supply, Fire and Fabrication, HVAC, Industrial, Residential Trade, Residential Building and Remodel, Waterworks and Residential Digital Commerce. Ferguson has approximately 36,000 associates across 1,700 locations. Ferguson is a community of proud associates who operate with the shared purpose of building something meaningful. You will build a career that you are proud of, at a company you can believe in.

Ferguson is currently seeking the right individual to fill a tremendous career opportunity for a Desktop Support, Assistant Technical Support Representative. This role is approved to be fully remote and can be based anywhere in the United States.  
 

The Assistant Technical Support Representative is the first point of contact for all our Ferguson Associates. While providing a high level of customer service, the Assistant Technical Support Representative answers incoming calls, tracks information in a ticketing system, uses a knowledge base tool along with their own personal expertise to resolve incidents in a timely fashion. The Assistant Technical Support Representative escalates unresolved problem/issues/requests to the other support teams as required.

Responsibilities:

• Heavily use training, documentation/knowledge, and peers to develop troubleshooting and research skills
• Consistently document and solve any reported issue
• Develop and maintain strong relationships within the IT department
• Develop and maintain an understanding of Corporate and IT policies and procedures
• Develop and maintain verbal and written communication skills
• Develop and maintain creative thinking in troubleshooting techniques
• Develop and maintain solid customer service and follow-up skills
• Stay in sync with defined processes
• In addition to the essential job functions described above, all associates will perform duties as requested by management

Qualifications:

• 6 - 18 months relevant experience in a technical call center or comparable education preferred
• Prior experience supporting Windows 10 and Windows 11 required
• Experience supporting HP/Dell/Apple end user computer devices (desktops, laptops, and tablets)
• Experience in troubleshooting MS Office products required (2007 and O365/2013)
• Expertise in MS Outlook is highly preferred
• Experience with VPN related issues to support the teleworking community
• Experience with mobile devices preferred (Apple iOS and Android)
• Outstanding communication skills, both written and verbal
• Excellent customer service skills
• Familiarity with ITIL processes and methodologies is preferred

At Ferguson, we care for each other. We value our well-being just as much as our hard work. We are committed to a holistic approach towards benefits plans and programs that support the mental, physical and financial well-being of our associates. Our competitive offering not only includes benefits like health, dental, vision, paid time off, life insurance and a 401(k) with a company match, but our associates also enjoy additional meaningful and inclusive enhancements that are adaptable to their diverse situations and needs, including mental health coverage, gender affirming and family building benefits, paid parental leave, associate discounts, community involvement opportunities and more!

#Li-Remote

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Pay Range:

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Actual pay rate may vary depending upon location. The estimated pay range for this position is below. The specific rate will depend on a candidate’s qualifications and prior experience.

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$17.36 - $27.76

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Estimated Ranges displayed are Monthly for Salaried roles OR Hourly for all other roles.

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This role is Bonus or Incentive Plan eligible.

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The Company is an equal opportunity employer as well as a government contractor that shall abide by the requirements of 41 CFR 60-300.5(a), which prohibits discrimination against qualified protected Veterans and the requirements of 41 CFR 60-741.5(A), which prohibits discrimination against qualified individuals on the basis of disability.

Ferguson Enterprises, LLC. is an equ