What are the responsibilities and job description for the Desktop Support Technician position at Ferguson?
Job Description:
Desktop Support Technician
Ferguson is currently seeking the right individual to fill a tremendous career opportunity for a telecommute Desktop Support Technician in Newport News, VA!
**This opportunity is a contractor role, with possible full-time conversion. Most Ferguson employees are currently working remote. Front line support technicians do not need to be local to the Newport News HQ3 building**
The Desktop Support Technician is the first point of contact for all Ferguson Associates. While providing a high level of customer service, the Desktop Support Technician answers incoming calls, tracks information in a ticketing system, uses a knowledge base tool, along with their own personal and teams’ expertise to resolve incidents in a timely fashion. The Desktop Support Technician escalates unresolved problem/issues/requests to the other support teams through FEI IT as required.
DUTIES AND RESPONSIBILITIES:
- In addition to the essential job functions described above, all associates will 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 an 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.
QUALIFICATIONS:
- Must have basic troubleshooting knowledge.
- 6 months relevant experience in a technical call center or comparable education.
- Experience with call/chat interface is ideal, along with any experience with ticketing systems.
- Must have a general understanding of Windows Command Line.
- Must have a general understanding of Desktop and Laptop PCs (HP/Dell/Apple primarily).
- Must have a general understanding of working with Active Directory.
- Experience with mobile device OS is preferred (Apple iOS and Android).
- Experience using MS Office products is required.
- Experience with Outlook and Teams is preferred.
- Excellent communication skills required, both written and verbal.
- Good organizational skills preferred.
- Excellent customer service skills required.
Perks
Ferguson is dedicated to providing meaningful benefits programs and products to our associates and their families—geared toward benefits, wellness, financial protection, and retirement savings. Ferguson offers a competitive benefits package that includes medical, dental, vision, retirement savings with company match, paid leave (vacation, sick, personal, and holiday), employee assistance programs, associate discounts, community involvement opportunities, and much more!
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
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
