Global Services Tech III

Ashley Furniture Industries

46d•Onsite

About The Position

The Global Tech Services - Tech III independently manages and supports all systems that enable Manufacturing, Distribution, Supply Chain, Retail, Back Office, and other business units to operate effectively, while supporting and advising junior team members. This role provides advanced troubleshooting of Microsoft Windows, Apple, and Linux workstations and laptops, iOS and Android mobile devices, barcode scanners and printers, wired and wireless networks, and other operational hardware and software. In addition to these technical skill sets, this role has a technical understanding of Networking, Wireless Systems, UPS, Data Center operations, and IoT.

Requirements

5+ years of experience in IT support, desktop support, or technical troubleshooting
Advanced troubleshooting: Microsoft Windows, Apple macOS, Linux
Mobile platforms: iOS, Android
Desktop, laptop, and tablet imaging and troubleshooting
Barcode scanners and operational hardware
Printer systems: Laser, thermal, check, badge printers
Ethernet, fiber optic, and coaxial cabling (run, terminate, test, troubleshoot)
Wired and wireless network troubleshooting
UPS systems
Data center operations
IoT device support
IT ticketing systems
ITIL standards and practices
Asset and inventory management systems
Knowledge base and documentation tools
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
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

Nice To Haves

Associate degree in Computer Science, Information Technology, or related field preferred
Equivalent combination of education and technical certifications may be considered
Experience supporting manufacturing, distribution, or retail environments preferred
Demonstrated experience mentoring or training junior technical staff
CompTIA A+
CompTIA Network+
ITIL Foundation
Microsoft 365 Certified: Endpoint Administrator Associate
Apple Certified Support Professional (ACSP)

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
Image desktops, laptops, and tablets
Monitor and track IT assets, inventory, and warranty periods of machines
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
Demonstrate the Company's Core and Growth Values in the performance of all job functions