Global Services Tech III

About the role

The Global Tech Services - Tech III role independently manages and supports all systems enabling Manufacturing, Distribution, Supply Chain, Retail, Back Office, and other business units to operate effectively. This role also provides advanced troubleshooting for various hardware and software, including Microsoft Windows, Apple, and Linux platforms, iOS and Android mobile devices, barcode scanners, and printers.

Responsibilities

• Work within IT ticketing system to address and track IT hardware and software issues
• Troubleshoot user technical issues with desktops, laptops, and tablets across various teams and environments
• Provide advanced troubleshooting for Microsoft Windows, Apple, and Linux platforms
• Support iOS and Android mobile devices
• Troubleshoot barcode scanners and operational hardware
• Install, troubleshoot, and repair laser, thermal, check, and badge printers
• Install, configure, and troubleshoot public and proprietary software
• Image and support Apple-related hardware and software
• Run, terminate, test, and troubleshoot ethernet, fiber optic, and coaxial cabling
• Utilize ladders and lifts to reach network cabling and equipment for installs and troubleshooting
• Support networking, wireless systems, UPS, data center operations, and IoT devices
• Act as liaison for vendors working on IT systems, providing direction and assistance as needed
• Follow escalation procedures to ensure advanced tickets are addressed efficiently
• Receive tickets from GTS I/GTS II technicians and address or escalate further
• Take point on projects as directed by GTS Manager/GTS Senior Manager
• Create reports that add value to the team within ticket system
• Create knowledge base (KB) articles that provide direction as new issues are resolved
• Demonstrate ITIL standards and practices
• Mentor GTS I/GTS II technicians to encourage growth personally and professionally
• Support and advise junior team members on technical issues and best practices
• Cordially and professionally interact with customers, vendors, superiors, peers, and others

Qualifications

• Education: Associate degree in Computer Science, Information Technology, or related field preferred; equivalent combination of education and technical certifications may be considered
• Experience: 5+ years of experience in IT support, desktop support, or technical troubleshooting; experience supporting manufacturing, distribution, or retail environments preferred
• Required Technical Skills: Operating Systems (Advanced troubleshooting: Microsoft Windows, Apple macOS, Linux); Mobile platforms (iOS, Android); Hardware Support (Desktop, laptop, and tablet imaging and troubleshooting; Barcode scanners and operational hardware; Printer systems: Laser, thermal, check, badge printers); Networking & Infrastructure (Ethernet, fiber optic, and coaxial cabling (run, terminate, test, troubleshoot); Wired and wireless network troubleshooting; UPS systems; Data center operations; IoT device support); Systems & Tools (IT ticketing systems; ITIL standards and practices; Asset and inventory management systems; Knowledge base and documentation tools)
• Preferred Certifications: CompTIA A+, CompTIA Network+, ITIL Foundation, Microsoft 365 Certified: Endpoint Administrator Associate, Apple Certified Support Professional (ACSP)

Skills & Competencies

• Strong problem-solving and analytical skills
• Excellent communication and customer service abilities
• Ability to mentor and develop junior team members
• Project management and organizational skills
• Ability to work independently and prioritize multiple tasks
• Physical ability to utilize ladders and lifts for equipment access
• Professional and cordial interaction with all stakeholders

Core Values

Demonstrate the Company's Core and Growth Values in the performance of all job functions

Physical Requirements

• Ability to lift and move equipment up to 50 pounds
• Ability to utilize ladders and lifts to reach network cabling and equipment
• Ability to work in various environments including offices, manufacturing floors, warehouses, and data centers
• Occasional travel to other Ashley locations as needed

Compensation

$27.00 - $31.00; Profit sharing is available to eligible employees; this discretionary program is dependent on the profitability of the company.

Benefits

When you join our family, you are eligible to participate in our comprehensive benefits programs which includes Health, Dental, Vision, Life/Disability, Flexible Spending Accounts, 401(k), Paid Holidays, 80 hours paid vacation and 40 hours of Illinois Paid Sick Leave. Benefits may vary based on position and location, so we encourage you to speak with the recruiting team during the interview process.

Equal Employment Opportunity Statement

Ashley Furniture is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment decisions are based on qualifications, merit, and business needs without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.