Global Services Tech III

Global Tech Services
- Tech IIIDepartment: Global Tech Services (GTS)

Location:
Smyrna, TNReports To: GTS Manager / GTS Senior ManagerEmployment Type: Full-TimeCompensation: $27.00
- $31.00; Profit sharing is available to eligible employees; this discretionary program is dependent on the profitability of the company.
About Ashley FurnitureAshley Furniture is a leading global furniture manufacturer and retailer committed to delivering quality home furnishings and exceptional value to our customers. As we continue to grow and evolve, we're investing in enterprise technology initiatives that support our manufacturing, distribution, retail, and back-office operations worldwide.
Job SummaryThe 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.

Key Responsibilities
IT Support & TroubleshootingWork within IT ticketing system to address and track IT hardware and software issuesTroubleshoot user technical issues with desktops, laptops, and tablets across various teams and environmentsProvide advanced troubleshooting for Microsoft Windows, Apple, and Linux platformsSupport iOS and Android mobile devicesTroubleshoot barcode scanners and operational hardwareInstall, troubleshoot, and repair laser, thermal, check, and badge printersInstall, configure, and troubleshoot public and proprietary softwareImage and support Apple-related hardware and softwareInfrastructure & NetworkingRun, terminate, test, and troubleshoot ethernet, fiber optic, and coaxial cablingUtilize ladders and lifts to reach network cabling and equipment for installs and troubleshootingSupport networking, wireless systems, UPS, data center operations, and IoT devicesDevice & Asset ManagementImage desktops, laptops, and tabletsMonitor and track IT assets, inventory, and warranty periods of machinesManage lifecycle of IT equipment and hardwareVendor & Escalation ManagementAct as liaison for vendors working on IT systems, providing direction and assistance as neededFollow escalation procedures to ensure advanced tickets are addressed efficientlyReceive tickets from GTS I/GTS II technicians and address or escalate furtherProject Leadership & DocumentationTake point on projects as directed by GTS Manager/GTS Senior ManagerCreate reports that add value to the team within ticket systemCreate knowledge base (KB) articles that provide direction as new issues are resolvedDemonstrate ITIL standards and practicesTeam Development & CollaborationMentor GTS I/GTS II technicians to encourage growth personally and professionallySupport and advise junior team members on technical issues and best practicesCordially and professionally interact with customers, vendors, superiors, peers, and othersCore ValuesDemonstrate the Company's Core and Growth Values in the performance of all job functionsQualificationsEducationAssociate degree in Computer Science, Information Technology, or related field preferredEquivalent combination of education and technical certifications may be consideredExperience5+ years of experience in IT support, desktop support, or technical troubleshootingExperience supporting manufacturing, distribution, or retail environments preferredDemonstrated experience mentoring or training junior technical staffRequired Technical SkillsOperating Systems:Advanced troubleshooting: Microsoft Windows, Apple macOS, LinuxMobile platforms: iOS, AndroidHardware Support:Desktop, laptop, and tablet imaging and troubleshootingBarcode scanners and operational hardwarePrinter systems: Laser, thermal, check, badge printersNetwork equipment installation and troubleshootingNetworking & Infrastructure:Ethernet, fiber optic, and coaxial cabling (run, terminate, test, troubleshoot)Wired and wireless network troubleshootingUPS systemsData center operationsIoT device supportSystems & Tools:IT ticketing systemsITIL standards and practicesAsset and inventory management systemsKnowledge base and documentation toolsCertifications PreferredCompTIA A+CompTIA Network+ITIL FoundationMicrosoft 365 Certified: Endpoint Administrator AssociateApple Certified Support Professional (ACSP)Skills & CompetenciesStrong problem-solving and analytical skillsExcellent communication and customer service abilitiesAbility to mentor and develop junior team membersProject management and organizational skillsAbility to work independently and prioritize multiple tasksPhysical ability to utilize ladders and lifts for equipme