Job Description:
Job 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 Analysts
This 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 needed
- Act 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 technology
- Understand shrink-wrap application functionality (packaged/off-the-shelf application functionality)
- Apply/specify software patches/virus protection
- Utilize remote tools to effectively support end users
- Create and maintain appropriate systems and user documentation
- Timely and effective communication of production support issues
- Demonstrate 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 technologies
- Supports 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 changes
- Supports Microsoft desktop tools such as Office 365 and its productivity components (Skype for Business, One Drive for Business, and SharePoint)
- Educates customers
- Use root cause analysis and other quality tools to maintain service levels
- Demonstrate the use of good prioritization and time management skills
- Demonstrate active listening through acknowledgement and application of information received
- Compose written documents/communications at an appropriate level of detail that express ideas in a clear and concise manner
- Strong verbal and written communication
- Works effectively with people that have different views
- Displays a sense of urgency
- Balance the need for speed with quality
- Deliver high-quality work at a task level and demonstrate good follow-up skills
- Constructively probe and question in order to gather information, ensure input from all members of the team, and build momentum toward decision making and action plans
- Actively participate in Incident Service Level Attainment
- Provide mentoring of more junior level GSD staff
- Timely completion of any tasks assigned (e.g. PC build, image, etc.)
- Quality of work which leads to optimal system performance, availability, and data integrity
- On time delivery of project work
- Generation of new ideas/methods for improving the effectiveness of Tempur Sealy's end user and collaboration infrastructure and delivery of those ideas
- Recommend the most cost beneficial infrastructure solutions based on strategy
- Serve in the On-call rotation for after hours and weekend coverage as needed
- ServiceNow experience a plus
- Microsoft's SCCM experience a plus
- IBM Sterling EDI Software support experience a plus
Other 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. This document excludes the marginal functions of the position that are incidental to the performance of fundamental job duties.