IT Help Desk Technician

Tempur Sealy. Iconic brands. Storied history. Industry-leading innovation. Tempur Sealy is committed to improving the sleep of more people, every night, all around the world. As a leading designer, manufacturer, distributor, and retailer of bedding products worldwide, we know how crucial a good night of sleep is to overall health and wellness. Utilizing over a century of knowledge and industry-leading innovation, we deliver award-winning products that provide breakthrough sleep solutions to consumers in over 100 countries. Our highly recognized brands include Tempur-Pedic, Sealy and Stearns & Foster. We hire people who have a passion for helping others find their best night's sleep. No matter what stage of your career, you can build your future at Tempur Sealy!Tempur Sealy is committed to improving the sleep of more people, every night, all around the world. As a leading designer, manufacturer, distributor, and retailer of bedding products worldwide, we know how crucial a good night of sleep is to overall health and wellness. Utilizing over a century of knowledge and industry-leading innovation, we deliver award-winning products that provide breakthrough sleep solutions to consumers in over 100 countries. Our highly recognized brands include Tempur-Pedic, Sealy and Stearns & Foster. We hire people who have a passion for helping others find their best night's sleep. No matter what stage of your career, you can build your future at Tempur Sealy!OUR COMPANY OFFERS GREAT BENEFITS, INCLUDING:Generous Paid Time OffCompetitive Medical, Dental & other wellness programsDisability and Life Company PaidRetirement Plan OptionsGenerous Employee Purchase DiscountsSalary Range: $47,000 - $67,000Job Summary: We are currently seeking an exceptional candidate to be part of the IT Infrastructure team at Tempur Sealy. The individual filling this position must be able to work both independently at times and in addition needs to be highly collaborative in a team environment. Soft skills and high energy and drive are as important as this individual's technical competency. The Global Service Delivery (GSD) team will look to this individual as a technical leader in driving continuous improvement in the technologies the team supports and deploys.The focus of this position is to be the face of IT to the end user by resolving their operational issues in a timely manner with the highest level of quality and service. To support this goal, this position will interface heavily with the other IT support team members as follows:Application Analysts Systems Analysts Business Analysts Server Administrators Network Analysts Security & Compliance AnalystsThis position may interface externally with various outside vendors as needed.Essential Duties, Responsibilities, and Key Results Area:Serve as the first line of communication for receipt of phone, email, and web-initiated incidents (Tier 1) as neededAct as an escalation point for issues that are more difficult in nature or require more time to resolve (Tier 2)Understand basic hardware and software architecture related to desktop and other endpoint technologyUnderstand shrink-wrap application functionality (packaged/off-the-shelf application functionality)Apply/specify software patches/virus protectionUtilize remote tools to effectively support end usersCreate and maintain appropriate systems and user documentationTimely and effective communication of production support issuesDemonstrate working knowledge of essential PC software (e.g., Windows Operating Systems, Microsoft Office Suite, etc.)Responsible for the end user support of Tempur Sealy's global systems and collaboration technologies and procedures in order to maximize end user productivity.Supports and implements desktop hardware, phones, mobile devices, printers, software (e.g. Office) and wireless technologiesSupports and implements peripheral devices for the plant shop floor (thin clients, barcode printers, barcode scanner, etc.)Performs AD and systems maintenance for user moves, adds and changesSupports Microsoft desktop tools such as Office 365 and its productivity components (Skype for Business, One Drive for Business, and SharePoint)Educates customersUse root cause analysis and other quality tools to maintain service levelsDemonstrate the use of good prioritization and time management skillsDemonstrate active listening through acknowledgement and application of information receivedCompose written documents/communications at an appropriate level of detail that express ideas in a clear and concise mannerStrong verbal and written communicationWorks effectively with people that have different viewsDisplays a sense of urgencyBalance the need for speed with qualityDeliver high-quality work at a task level and demonstrate good follow-up skillsConstructively probe and question in order to gather information, ensure input from all members of the team, and build momentum toward decision making and action plansActively participate in Incident Service Level AttainmentProvide mentoring of more junior level GSD staffTimely completion of any tasks assigned (e.g. PC build, image, etc.)Quality of work which leads to optimal system performance, availability, and data integrityOn time delivery of project workGeneration of new ideas/methods for improving the effectiveness of Tempur Sealy's end user and collaboration infrastructure and delivery of those ideasRecommend the most cost beneficial infrastructure solutions based on strategyServe in the On-call rotation for after hours and weekend coverage as neededServiceNow experience a plusMicrosoft's SCCM experience a plusIBM Sterling EDI Software support experience a plusOther primary duties and responsibilities include the following; however, Management reserves the right to assign or reassign other appropriate duties to this job at any time. Ideal Candidate Possesses These Attributes:Professional that takes pride in performing at a high levelStrives for timely resolution of issuesHas the ability to work with all types of users in all types of situationsQuality driven to ensure end user satisfactionContinuously endeavors to learn applicable technology in order to better support the end usersPossesses excellent collaboration and communication skillsSelf-motivated and independent with very little supervisionDriven to achieve project and task success for on time delivery meeting objectivesHighly collaborative and possesses interpersonal skills to effectively interact with a wide range of individuals from Sr. Managers, Business users, and other IT professionalsDetermined to set the bar for excellence for quality in delivery and planningEnsures technology delivered is well planned for Operational sustainability and reliabilityQualifications:Bachelor's degree in information Technology or related field or equivalent IT related experience3+ Years of experience in a similar technical roleTo perform this job successfully, the employee must be capable of performing each essential duty and responsibility satisfactorily. The requirements herein are the minimum levels of knowledge, skills, and/or abilities required.Tempur Sealy is proud to be an Equal Employment Opportunity and Affirmative Action employer. We provide equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type based upon race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

Apply Now