IT Help Desk Technician

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.

Ideal Candidate Possesses These Attributes:

• Professional that takes pride in performing at a high level
• Strives for timely resolution of issues
• Has the ability to work with all types of users in all types of situations
• Quality driven to ensure end user satisfaction
• Continuously endeavors to learn applicable technology in order to better support the end users
• Possesses excellent collaboration and communication skills
• Self-motivated and independent with very little supervision
• Driven to achieve project and task success for on time delivery meeting objectives
• Highly collaborative and possesses interpersonal skills to effectively interact with a wide range of individuals from Sr. Managers, Business users, and other IT professionals
• Determined to set the bar for excellence for quality in delivery and planning
• Ensures technology delivered is well planned for Operational sustainability and reliability

Qualifications:

• Bachelor's degree in information Technology or related field or equivalent IT related experience
• 3+ Years of experience in a similar technical role

To 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.

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.