Jr. Support Technician

About the role

W.W. Grainger, Inc. is a leading broad line distributor with operations primarily in North America and Japan. At Grainger, We Keep the World Working® by serving more than 4.6 million customers worldwide with maintenance, repair and operating (MRO) products and value-added solutions delivered through innovative technology and deep customer expertise. Known for its commitment to service and purpose-driven culture, the Company reported 2025 revenue of $17.9 billion.

Responsibilities

• Reviewing transactions and annotating data.
• Fielding support requests and helping prepare for deployments.
• Providing technical problem resolution to end‑users by performing question diagnosis and guiding users through step‑by‑step solutions.
• Providing additional context, coordination, and follow‑through to ensure work is completed accurately and aligned to business needs.
• Supporting collaboration, documentation, and process consistency across Technical Support.
• Delivering service and support to end‑users using automated call distribution phone software.
• Interacting with customers to provide and process information in response to inquiries, concerns, and requests about products.
• Gathering customer’s information and determining the issue by evaluating and analyzing symptoms.
• Diagnosing and resolving technical issues.
• Researching required information using available resources.
• Following standard processes and procedures.
• Redirecting problems to appropriate resource.
• Offering alternative solutions, where appropriate, with the objective of retaining customers’ business.
• Following‑up and making scheduled call backs to customers, where necessary.
• Staying current with system information, changes, and updates.

Requirements

• 1+ years relevant experience.
• Application Log Review (foundational proficiency).
• Bug Reproduction Steps Documentation (foundational proficiency).
• Knowledge of product version troubleshooting and Knowledge Base Article creation is helpful.
• Certifications such as Cisco Certified Network Associate (CCNA), CompTIA A+ or others is a plus.

Benefits

With benefits starting on day one, our programs provide choice and flexibility to meet team members' individual needs.

• Medical, dental, vision, and life insurance plans with coverage starting on day one of employment.
• 6 free sessions each year with a licensed therapist to support emotional wellbeing.
• 18 paid time off (PTO) days annually for full‑time employees (accrual prorated based on employment start date).
• 6 company holidays per year.
• 6% company contribution to a 401(k) Retirement Savings Plan each pay period, no employee contribution required.
• Employee discounts, tuition reimbursement, student loan refinancing and free access to financial counseling, education, and tools.
• Maternity support programs, nursing benefits, and up to 14 weeks paid leave for birth parents and up to 4 weeks paid leave for non‑birth parents.
• For additional information and details regarding Grainger’s benefits, please click on the link below: