Position: Senior Endpoint Services Analyst

Location: Ybor, FL 5-day ON-SITE

Hours: M-F 8am-4:30pm EST, 1 Shift

Travel 25%

Responsibilities

The Senior Endpoint Services Analyst is responsible for supporting all systems that enable our IT, Retail, Manufacturing and Distribution teams to remain functional. This includes Microsoft Windows based workstations and laptops, Apple workstations, laptops, IOS and Android tablets and phones, Barcode scanners and printers, wired and wireless networks, or any other relevant hardware and software. This position will efficiently receive, prioritize, document and actively resolve customers' incidents. This role will actively document all processes in our knowledgebase to enable efficient resolutions going forward. The Senior Endpoint Services Analyst will strategically provide strong customer service while focusing on technical innovation to strengthen our infrastructure. This position will be responsible for training new technicians on policies and procedures for the team. This role involves Regional Travel and will have the option to travel for remote projects to work with other teams to meet their goals. The Senior Endpoint Services Analyst will adhere to the company computer security policy, software standards and other company and departmental policies and processes and offer suggestions to improve them.

· Train and provide direction to analysts within team by providing cross-training to the team, leading by example, and ensuring the smooth handling of all small to major to daily incidents.

· Oversee and train all analysts in performing specialized, complex tasks relating to computer imaging, software troubleshooting, hardware diagnostics and repair, scanner diagnostics and repair, as well as supporting all other business-supporting critical technology.

· Lexmark and Zebra printer repair as well as troubleshooting general office equipment and productivity applications. Planning and communicating downtime to enable efficient repairs with minimal effect on critical DC/MFG processes.

· Provide specialized technical support to all manufacturing equipment, finding strategic ways to provide proactive maintenance without disrupting the manufacturing process and innovating our methods to allow for improved system uptime.

· Identify, repair and replace defective parts in critical network and server equipment. Provide innovative growth to our security, infrastructure, and physical installations through upgrades of equipment, enforcement of security/group policies, and the continuous improvement of our team processes.

· Installation of new network lines, toning and troubleshooting old lines. Utilizing specialized lifts such as scissor lifts and articulating lifts to address wiring and remote IDF issues and installations. Utilization of This Equipment may require passing and maintaining an active lift training and certification with Ashley.

· Inspire and guide analysts by helping set goals, showing continuous improvement. Take control of critical downtime incidents caused by IT equipment.

· Act as the hands of all other IT Departments when working on projects or during major outages. This function impacts the entire site and is paramount in maintaining site productivity.

· Escalate problems and incidents when required, to the appropriately experienced technician or team. Includes aiding other locations to minimize outage magnitude.

· Document problem-solving processes and successful actions taken through to final resolution in incident management system

· Perform routine/scheduled audits of the systems, including all software backups of major manufacturing machines. Provide support for conference rooms and specialized Audio/Visual equipment such as amps, projectors, TV screens, conferencing equipment, microphones, speakers, Microsoft Teams, and Zoom.

· Demonstrate core values of Honesty and Integrity, Passion, Drive, Discipline, Growth-Focused, Dirty Fingernail and Continuous Improvement. Cordially and professionally interact with customers, vendors, superiors, peers and others. Exercising leadership qualities when interacting with corporate leaders and owners of Ashley Furniture.

· Monitor and track IT assets, inventory and warranty periods of machines. Cycle out old equipment nearing end of life, work with venders on warranty RMA's to get defective products replaced.

· Work with other teams to assist in resolving IT requests/issues via Service Now.  

Preferred Skill:

Enterprise level Mac Expert (Implementation, upgrades, Hardware Troubleshooting)