Desktop Support Rep - Start Immediately

Job Description:
Serves as the customer service liaison between Corporate associates and the IT department for purposes of prompt incident resolution.

Responsibilities:
The IT Support Technician is expected to provide technical support for any issue reported within Corporate standards.
Develop a solid understanding of the relationship between hardware, software and business systems processes.
Perform duties as requested by management.
Heavily utilize training, documentation/knowledge, and peers to develop Troubleshooting and Research skills.
Consistently document and troubleshoot any reported issue.
Develop and maintain strong relationships within the IT department.
Develop and maintain understanding of Corporate and IT policies and procedures.
Develop good verbal and written communication skills.
Develop "creative thinking” in troubleshooting techniques.
Develop solid customer service and follow-up skills.
Comply with defined ITIL processes.

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.

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:
• 0-2 years of relevant experience in a technical call center or comparable education preferred
• Possess basic SQL knowledge
• Experience with call/chat interface is ideal, along with any experience with ticketing systems
• Basic understanding of general programming languages
• Experience using Oracle Cloud Infrastructure, Electronic Data Interchange (EDI), mobile device OS, and Microsoft Office products is preferred
• Outstanding communication skills, both written and verbal
• Phenomenal customer service skills
• Excellent organizational skills

Remote role Monday through Friday 8am to 5 pm 1 hour unpaid lunch.