Assistant Technical Support Representative - Desktop Support

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Written by AI from the job title and company, not by Ferguson, so some details may not match this job. The employer's own page has the real description.

Job Overview

The Assistant Technical Support Representative - Desktop Support at Ferguson plays a crucial role in providing exceptional technical assistance to end-users. This position entails addressing technical inquiries, troubleshooting desktop issues, and ensuring optimal operation of computer systems. The representative will work closely with the IT department to maintain and enhance IT operations while delivering outstanding customer service to internal stakeholders.

Job Responsibilities

• Respond promptly to technical support requests via phone, email, and ticketing system.
• Diagnose and resolve hardware and software issues on desktops, laptops, and associated peripherals.
• Assist users with troubleshooting problems related to network connectivity, operating systems, and office applications.
• Maintain accurate records of support activities and document solutions in the ticketing system.
• Provide guidance on best practices for technology usage to enhance productivity.
• Collaborate with the IT team to implement system upgrades and deployments.
• Conduct training sessions for users on new software and technology tools.

Qualifications

• Associate's degree in Computer Science, Information Technology, or a related field; Bachelor's degree preferred.
• Proven experience in a technical support role, preferably in a desktop support environment.
• Strong understanding of computer systems, mobile devices, and various software applications.
• Familiarity with remote desktop applications and help desk software.
• Excellent problem-solving skills and the ability to work well under pressure.
• Effective communication and interpersonal skills to liaise with non-technical users.
• Certifications such as CompTIA A+, ITIL, or relevant Microsoft certifications are a plus.

Technologies & Tools

The Assistant Technical Support Representative will utilize various technologies and tools including ticketing systems such as ServiceNow or JIRA, remote desktop support tools like TeamViewer or LogMeIn, Microsoft Office Suite, Windows and Mac OS operating systems, and standard hardware components for troubleshooting and maintenance purposes.

Ideal Candidates

Ideal candidates for the Assistant Technical Support Representative position at Ferguson will exhibit a strong customer-focused mindset, demonstrating patience and empathy toward users. They must possess solid analytical skills, allowing them to quickly identify and resolve technical issues. A proactive attitude towards learning new technologies and a collaborative spirit to work effectively within a team are also essential qualities. Candidates should be organized, detail-oriented, and capable of managing multiple tasks while consistently delivering top-notch support services.