Global Services Tech III

Ashley Furniture Industries; Romeoville (IL); On-site; USD 56,000 - 64,000; Full time

Benefits offered by this job

Profit sharing

Job summary

Ashley Furniture is seeking a Global Tech Services - Tech III to independently manage and support systems enabling Manufacturing, Distribution, and Retail operations. You will troubleshoot Windows, macOS, Linux workstations, iOS/Android devices, and networked equipment, while mentoring junior team members.

Responsibilities include incident handling in the IT ticketing system, device imaging, asset management, and collaboration with vendors.

Qualifications

• Associate degree or equivalent combination of education and technical certifications preferred.
• 5+ years of IT support, desktop support, or technical troubleshooting.

Responsibilities

• Provide advanced troubleshooting for Windows, macOS, and Linux workstations and devices.
• Mentor and support junior technicians to resolve complex issues.
• Coordinate with vendors and internal teams to escalate and resolve tickets efficiently.
• Create KB articles and reports to add value to IT operations.

Skills

Mentoring junior staff

Customer service excellence

Strong problem-solving

Excellent communication

Project management

Education

Associate degree in Computer Science or IT

Equivalent combination of education and certifications

Tools

IT ticketing systems

Asset and inventory management systems

Knowledge base

Printer management software

Job description

Reports To: GTS Manager / GTS Senior Manager

Employment Type: Full-Time

Compensation: $27.00 - $31.00; Profit sharing is available to eligible employees; this discretionary program is dependent on the profitability of the company.

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
• 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 elevate 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

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

Hardware Support:

• Desktop, laptop, and tablet imaging and troubleshooting
• Barcode scanners and operational hardware
• Printer systems: Laser, thermal, check, badge printers
• Network equipment installation and troubleshooting

Networking & Infrastructure:

• Ethernet, fiber optic, and coaxial cabling (run, terminate, test, troubleshoot)
• Wired and wireless network troubleshooting
• UPS systems
• Data center operations

Systems & Tools:

• IT ticketing systems
• ITIL standards and practices
• Asset and inventory management systems
• Knowledge base and documentation tools

Certifications Preferred

• CompTIA A+
• CompTIA Network+
• ITIL Foundation
• Apple Certified Support Professional (ACSP)
• 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

Core Competencies Aligned to Ashley Values

Successful team members at Ashley consistently demonstrate:

• Integrity & Transparency – Forthright, honest communication and ethical decision-making
• Execution Discipline – Relentless follow-through and attention to detail
• Hands-On Ownership – Willingness to "get dirty," inspect work, and solve real problems
• Leadership at Every Level – Ability to lead initiatives and influence outcomes regardless of title
• Customer & Business Mindset – Focus on delivering what is promised and driving measurable impact
• Boundaryless Collaboration – Works for the greater good of the enterprise, not functional silos
• Continuous Improvement – Learns the business deeply and improves how work gets done

Physical Requirements

• 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
• Occasional travel to other Ashley locations as needed

When you join our family, you are eligible to participate in our comprehensive benefits programs which includes Health, Dental, Vision, Life/Disability, Flexible Spending Accounts, 401(k), Paid Holidays, 80 hours paid vacation and 40 hours of Illinois Paid Sick Leave. Benefits may vary based on position and location, so we encourage you to speak with the recruiting team during the interview process.

Equal Employment Opportunity Statement

Ashley Furniture is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment decisions are based on qualifications, merit, and business needs without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.