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, supports networking and IoT devices, and mentors junior team members.

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
• Manage lifecycle of IT equipment and hardware
• 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
• Experience: 5+ years of experience in IT support, desktop support, or technical troubleshooting
• Experience: Supporting manufacturing, distribution, or retail environments preferred
• Technical Skills: 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; Network equipment installation and troubleshooting; 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)

Core Values

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

Core Competencies

• Successful Team Members at Ashley Consistently Demonstrate Integrity & Transparency – Forthright, honest communication and ethical decision-making
• Execution Discipline – Relentless follow-through and attention to detail
• Hands-On Ownership – Willingness to "get dirty," inspect work, and solve real problems
• Leadership at Every Level – Ability to lead initiatives and influence outcomes regardless of title
• Customer & Business Mindset – Focus on delivering what is promised and driving measurable impact
• Boundaryless Collaboration – Works for the greater good of the enterprise, not functional silos
• Continuous Improvement – Learns the business deeply and improves how work gets done

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