Ashley Furniture Home. Store, the #1 Mattress and Furniture retailer in North America, has an immediate opening for a Operational Support, Service Desk. The ideal candidate is responsible for providing a high level of hands-on technical customer service to our retail stores, distribution centers, and corporate offices for incidents reported by US and Canadian internal team members. - - NOW OFFERING ON DEMAND PAY - - Hours of 9:30 am to 6:30 pm Wednesday to Sunday. OUR COMPANY OFFERS GREAT BENEFI... more details
Ashley Furniture HomeStore, the #1 Mattress and Furniture retailer in North America, has an immediate opening for a Operational Support, Service Desk. The ideal candidate is responsible for providing a high level of hands-on technical customer service to our retail stores, distribution centers, and corporate offices for incidents reported by US and Canadian internal team members.
**NOW OFFERING ON DEMAND PAY**
Hours of 9:30am to 6:30pm Wednesday to Sunday.
OUR COMPANY OFFERS GREAT BENEFITS, INCLUDING:
- Generous Paid Time Off (PTO)
- Opportunity for advancement
- Medical, Dental, Vision, & Retirement Benefits
- Employee Purchase Discounts of 30% or more
KEY JOB RESPONSIBILITIES:
- Conduct incident management, change management and the escalation processes relating to the desktop environment and is tier 1 for the network systems, including Wi-Fi, access points, printing, and scanners, while following the documented procedures
- Maintain computer equipment, including desktops, audiovisual, ups and wiring, Wi-Fi, and printing for all retail stores, distribution centres, and head office
- Support the onsite IT vendors in coordination with Tier 2
- Participate in onsite technical resource projects
- Respond to enquiries and incidents from customers and the support team through incident classification, triage support, investigation, and diagnosis
- Identify appropriate second-level teams for in-depth technical support. Work for first-call resolution of incidents while adhering to the service levels and operational metric level agreement
- Improve technical content and departmental procedures for the Service Desk knowledge base.
- Assist in process improvement opportunities to increase quality and efficiency
- Retain timely awareness of ongoing initiatives, rollouts, and changes to the technical environment
- Perform a variety of shifts in a 24/7 environment
- Demonstrate the company’s values in all aspects of their work performance
- Other duties may be assigned.
- Up to 25% Travel
KNOWLEDGE/SKILLS/ABILITIES:
- High school diploma, GED, or equivalent skills and experience
- Technical certifications or experience in CompTIA A+ and Microsoft
- Certifications in Network + or Windows 10
- A combination of education and experience will be considered
- Minimum 2-4 years of experience in a diverse technology and customer service-focused role
- Good understanding and working knowledge of Office 365 products
- Knowledge of domains, IP infrastructure, and server operating systems
- Good working knowledge of network troubleshooting skills
- Basic scripting knowledge
- Solid knowledge and demonstrated experience using desktop products and operating systems
- Excellent communication and interpersonal skills
- Strong problem-solving skills
- Adaptive to change and able to work in a team and manage stress
- Able to converse in multiple languages is an asset
- Flexible to be on call on a 24/7 rotational basis
- Potential evening and weekend coverage, as required
- Passport and ability to travel in North America. Single and multiple days with overnights
- Hybrid In Office/Work from Home
- Meeting service requests and incidents SLAs
- Project assignments completed on time and in scope
Ashley Furniture HomeStore is an Equal Opportunity Employer. Ashley Furniture HomeStore does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, national origin, veteran status or any other basis covered by appropriate law.
