Job Description:

Ferguson is North America’s leading value-added distributor across residential, non-residential, new construction and repair, maintenance, and improvement (RMI) end markets. Spanning 34,000 suppliers and more than one million customers, we deliver local expertise, value-added solutions, and the industry’s most extensive portfolio of products. From infrastructure, plumbing, and appliances, to HVAC, fire protection, fabrication, and more, we make our customers’ complex projects simple, successful, and sustainable.

Ferguson is currently seeking the right individual to fill a tremendous career opportunity for a Desktop Support, Assistant Technical Support Representative in Newport News, VA!

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.

Position Details: This is a contingent/contractor opportunity, with the possibility of converting to a full-time associate. The role is hybrid, with in-office requirement and the flexibility to work from home.

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

Pay Range:

$17.36 - $27.76 per hour

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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 equal employment employer F/M/Disability/Vet/Sexual Orientation/Gender Identity.

Equal Employment Opportunity and Reasonable Accommodation Information