IT Help Desk Technician

Tempur Sealy International•Trinity, NC

About The Position

Tempur Sealy. Iconic brands. Storied history. Industry-leading innovation. Tempur Sealy is committed to improving the sleep of more people, every night, all around the world. As a leading designer, manufacturer, distributor, and retailer of bedding products worldwide, we know how crucial a good night of sleep is to overall health and wellness. Utilizing over a century of knowledge and industry-leading innovation, we deliver award-winning products that provide breakthrough sleep solutions to consumers in over 100 countries. Our highly recognized brands include Tempur-Pedic®, Sealy® and Stearns & Foster®. We hire people who have a passion for helping others find their best night’s sleep. No matter what stage of your career, you can build your future at Tempur Sealy! Tempur Sealy is committed to improving the sleep of more people, every night, all around the world. As a leading designer, manufacturer, distributor, and retailer of bedding products worldwide, we know how crucial a good night of sleep is to overall health and wellness. Utilizing over a century of knowledge and industry-leading innovation, we deliver award-winning products that provide breakthrough sleep solutions to consumers in over 100 countries. Our highly recognized brands include Tempur-Pedic®, Sealy® and Stearns & Foster®. We hire people who have a passion for helping others find their best night’s sleep. No matter what stage of your career, you can build your future at Tempur Sealy! We are currently seeking an exceptional candidate to be part of the IT Infrastructure team at Tempur Sealy. The individual filling this position must be able to work both independently at times and in addition needs to be highly collaborative in a team environment. Soft skills and high energy and drive are as important as this individual's technical competency. The Global Service Delivery (GSD) team will look to this individual as a technical leader in driving continuous improvement in the technologies the team supports and deploys. The focus of this position is to be the face of IT to the end user by resolving their operational issues in a timely manner with the highest level of quality and service. To support this goal, this position will interface heavily with the other IT support team members as follows: Application Analysts Systems Analysts Business Analysts Server Administrators Network Analysts Security & Compliance Analysts This position may interface externally with various outside vendors as needed.

Requirements

Bachelor's degree in information Technology or related field or equivalent IT related experience
3+ Years of experience in a similar technical role
Ability to work both independently at times and in addition needs to be highly collaborative in a team environment
Soft skills and high energy and drive are as important as this individual's technical competency
Ability to resolve operational issues in a timely manner with the highest level of quality and service
Demonstrate working knowledge of essential PC software (e.g., Windows Operating Systems, Microsoft Office Suite, etc.)
Professional that takes pride in performing at a high level
Strives for timely resolution of issues
Ability to work with all types of users in all types of situations
Quality driven to ensure end user satisfaction
Continuously endeavors to learn applicable technology in order to better support the end users
Possesses excellent collaboration and communication skills
Self-motivated and independent with very little supervision
Driven to achieve project and task success for on time delivery meeting objectives
Highly collaborative and possesses interpersonal skills to effectively interact with a wide range of individuals from Sr. Managers, Business users, and other IT professionals
Determined to set the bar for excellence for quality in delivery and planning
Ensures technology delivered is well planned for Operational sustainability and reliability

Nice To Haves

ServiceNow experience
Microsoft's SCCM experience
IBM Sterling EDI Software support experience

Responsibilities

Serve as the first line of communication for receipt of phone, email, and web-initiated incidents (Tier 1) as needed
Act as an escalation point for issues that are more difficult in nature or require more time to resolve (Tier 2)
Understand basic hardware and software architecture related to desktop and other endpoint technology
Understand shrink-wrap application functionality (packaged/off-the-shelf application functionality)
Apply/specify software patches/virus protection
Utilize remote tools to effectively support end users
Create and maintain appropriate systems and user documentation
Timely and effective communication of production support issues
Demonstrate working knowledge of essential PC software (e.g., Windows Operating Systems, Microsoft Office Suite, etc.)
Responsible for the end user support of Tempur Sealy's global systems and collaboration technologies and procedures in order to maximize end user productivity.
Supports and implements desktop hardware, phones, mobile devices, printers, software (e.g. Office) and wireless technologies
Supports and implements peripheral devices for the plant shop floor (thin clients, barcode printers, barcode scanner, etc.)
Performs AD and systems maintenance for user moves, adds and changes
Supports Microsoft desktop tools such as Office 365 and its productivity components (Skype for Business, One Drive for Business, and SharePoint)
Educates customers
Use root cause analysis and other quality tools to maintain service levels
Demonstrate the use of good prioritization and time management skills
Demonstrate active listening through acknowledgement and application of information received
Compose written documents/communications at an appropriate level of detail that express ideas in a clear and concise manner
Strong verbal and written communication
Works effectively with people that have different views
Displays a sense of urgency
Balance the need for speed with quality
Deliver high-quality work at a task level and demonstrate good follow-up skills
Constructively probe and question in order to gather information, ensure input from all members of the team, and build momentum toward decision making and action plans
Actively participate in Incident Service Level Attainment
Provide mentoring of more junior level GSD staff
Timely completion of any tasks assigned (e.g. PC build, image, etc.)
Quality of work which leads to optimal system performance, availability, and data integrity
On time delivery of project work
Generation of new ideas/methods for improving the effectiveness of Tempur Sealy's end user and collaboration infrastructure and delivery of those ideas
Recommend the most cost beneficial infrastructure solutions based on strategy
Serve in the On-call rotation for after hours and weekend coverage as needed