Global Services Tech II

Ashley Furniture Industries; Memphis (TN); On-site; USD 50,000 - 70,000; Full time

Job summary

Ashley Furniture Industries is seeking a Tech II in Memphis, TN to provide essential technical support across various enterprise-wide systems. The ideal candidate will manage IT ticket issues, support multi-platform environments, and maintain documentation for improved processes. With an associate degree and at least 3 years of experience in endpoint technical support, candidates should also possess certifications like CompTIA A+, Network+, and ITIL Foundation. The role requires problem-solving skills and customer service excellence, with occasional travel and flexible scheduling as needed.

Qualifications

• 3+ years endpoint technical support experience.

Responsibilities

• Manage IT ticketing system for hardware/software issues.
• Support multi-platform environments (Windows, Apple, Linux).
• Configure and troubleshoot mobile devices and scanners.
• Install and maintain printer systems.
• Network cable installation and maintenance.

Skills

Windows/Mac OS troubleshooting

Network infrastructure support

Hardware diagnostics

Mobile device management

Printer system maintenance

Strong communication abilities

Problem-solving expertise

Time management

Documentation proficiency

Customer service focus

Team collaboration

Education

Associate degree in Computer Science/Information Systems or equivalent experience

Tools

CompTIA A+

CompTIA Network+

ITIL Foundation

Microsoft 365 Certified: Endpoint Administrator Associate

Apple Certified Support Professional (ACSP)

Job description

Department: Global Tech Services (GTS)
Location: Memphis TN
Reports To: GTS Manager / GTS Senior Manager
Employment Type: Full-Time
Global Tech Services - Tech II

Position Overview

Independent technical role supporting enterprise-wide systems across Manufacturing, Distribution, Supply Chain, Retail, and Back Office operations. Provides advanced troubleshooting and system support while maintaining documentation and implementing technical solutions.

Primary Responsibilities

Technical Support

• Manage IT ticketing system for hardware/software issues
• Support multi-platform environments (Windows, Apple, Linux)
• Configure and troubleshoot mobile devices and scanners
• Install and maintain printer systems (Laser, Thermal, Check, Badge)
• Network cable installation and maintenance

System Management

• Desktop/laptop/tablet imaging and deployment
• Software installation and configuration
• Asset and inventory tracking
• Network infrastructure support
• Vendor liaison and coordination

Documentation & Process

• Maintain knowledge base documentation
• Implement process improvements
• Follow escalation procedures
• Monitor warranty periods
• Track IT assets

Required Qualifications

• Associate degree in Computer Science/Information Systems or equivalent experience
• 3+ years endpoint technical support experience

Certifications

• CompTIA A+
• CompTIA Network+
• ITIL Foundation
• Microsoft 365 Certified: Endpoint Administrator Associate
• Apple Certified Support Professional (ACSP)

Technical Skills

• Windows/Mac OS troubleshooting
• Network infrastructure support
• Hardware diagnostics
• Mobile device management
• Printer system maintenance

Professional Skills

• Strong communication abilities
• Problem-solving expertise
• Time management
• Documentation proficiency
• Customer service focus
• Team collaboration

Additional Requirements

• Occasional domestic travel
• Flexible schedule availability
• ITIL process knowledge
• Continuous improvement mindset
• Multi-project management ability

This position requires technical expertise, strong problem-solving skills, and dedication to customer service excellence while maintaining enterprise-wide system support.