Global Tech Services - Tech III

Department: Global Tech Services (GTS)
Location: Romeoville, Illinois
Reports To: GTS Manager / GTS Senior Manager
Employment Type: Full-Time

About Ashley Furniture

Ashley 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 Summary

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.

Key Responsibilities

IT Support & Troubleshooting

• 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

Infrastructure & Networking

• 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

Device & Asset Management

• Image desktops, laptops, and tablets
• Monitor and track IT assets, inventory, and warranty periods of machines
• Manage lifecycle of IT equipment and hardware

Vendor & Escalation Management

• 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

Project Leadership & Documentation

• 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

Team Development & Collaboration

• 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

Core Values

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

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
• Demonstrated experience mentoring or training junior technical staff

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, t