Global Tech Services - Tech II

Location: Redlands, CA

Compensation: $24-$27 an hour; Profit sharing is available to eligible employees; this discretionary program is dependent on the profitability of the company.

Department: Global Tech Services (GTS)

Reports To: GTS Manager / GTS Senior Manager

Employment Type: Full-Time

About Ashley Furniture

Ashley Furniture is a leading global furniture manufacturer and retailer committed to delivering quality home furnishings and exceptional value to our customers. As we continue to grow and evolve, we're investing in enterprise technology initiatives that support our manufacturing, distribution, retail, and back-office operations worldwide.

Position Overview Independent technical role supporting enterprise-wide systems across Manufacturing, Distribution, Supply Chain, Retail, and Back Office operations. Provides advanced troubleshooting and system support while maintaining documentation and implementing technical solutions.

IT Support & Troubleshooting

Work within IT ticketing system to address and track IT hardware and software issues
Troubleshoot user technical issues with desktops, laptops, and tablets across various teams and environments
Provide advanced troubleshooting for Microsoft Windows, Apple, and Linux platforms
Support iOS and Android mobile devices
Troubleshoot barcode scanners and operational hardware
Install, troubleshoot, and repair laser, thermal, check, and badge printers
Install, configure, and troubleshoot public and proprietary software
Image and support Apple-related hardware and software

Infrastructure & Networking

Run, terminate, test, and troubleshoot ethernet, fiber optic, and coaxial cabling
Utilize ladders and lifts to reach network cabling and equipment for installs and troubleshooting
Support networking, wireless systems, UPS, data center operations, and IoT devices

Device & Asset Management

Image desktops, laptops, and tablets
Monitor and track IT assets, inventory, and warranty periods of machines
Manage lifecycle of IT equipment and hardware

Vendor & Escalation Management

Act as liaison for vendors working on IT systems, providing direction and assistance as needed
Follow escalation procedures to ensure advanced tickets are addressed efficiently
Receive tickets from GTS I/GTS II technicians and address or escalate further

Project Leadership & Documentation

Take point on projects as directed by GTS Manager/GTS Senior Manager
Create reports that add value to the team within ticket system
Create knowledge base (KB) articles that provide direction as new issues are resolved
Demonstrate ITIL standards and practices

Team Development & Collaboration

Support and advise junior team members on technical issues and best practices
Cordially and professionally interact with customers, vendors, superiors, peers, and others

Core Values

Demonstrate the Company's Core and Growth Values in the performance of all job functions

Qualifications

Education

Associate degree in Computer Science, Information Technology, or related field preferred
Equivalent combination of education and technical certifications may be considered

Experience

3+ years of experience in IT support, desktop support, or technical troubleshooting
Experience supporting manufacturing, distribution, or retail environments preferred
Demonstrated experience mentoring or training junior technical staff

Required Technical Skills

Operating Systems:

Advanced troubleshooting: Microsoft Windows, Apple macOS, Linux
Mobile platforms: iOS, Android

Hardware Support:

Desktop, laptop, and tablet imaging and troubleshooting
Barcode scanners and operational hardware
Printer systems: Laser, thermal, check, badge printers
Network equipment installation and troubleshooting

Networking & Infrastructure:

Ethernet, fiber optic, and coaxial cabling (run, terminate, test, troubleshoot)
Wired and wireless network troubleshooting
UPS systems
Data center operations
IoT device support

Systems & Tools:

IT ticketing systems
ITIL standards and practices
Asset and inventory management systems
Knowledge base and documentation tools

Certifications Preferred

CompTIA A+
CompTIA Network+
ITIL Foundation
Microsoft 365 Certified: Endpoint Administrator Associate
Apple Certified Support Professional (ACSP)

Skills & Competencies

Strong problem-solving and analytical skills
Excellent communication and customer service abilities
Ability to mentor and develop junior team members
Project management and organizational skills
Ability to work independently and prioritize multiple tasks
Physical ability to utilize ladders and lifts for equipment access
Professional and cordial interaction with all stakeholders

Core Competencies Aligned to Ashley Values

Successful team members at Ashley consistently demonstrate:

Integrity & Transparency – Forthright, honest communication and ethical decision-making
Execution Discipline – Relentless follow-through and attention to detail
Hands-On Ownership – Willingness to "get dirty," inspect work, and solve real problems
Leadership at Every Level – Ability to lead initiatives and influence outcomes regardless of title
Customer & Business Mindset – Focus on delivering what is promised and driving measurable impact
Boundaryless Collaboration – Works for the greater good of the enterprise, not functional silos
Continuous Improvement – Learns the business deeply and improves how work gets done

Physical Requirements

Ability to lift and move equipment up to 50 pounds
Ability to utilize ladders and lifts to reach network cabling and equipment
Ability to work in various environments including offices, manufacturing floors, warehouses, and data centers
Occasional travel to other Ashley locations as needed

What We Offer

Competitive compensation package
Comprehensive benefits including health, dental, and vision insurance
401(k) with company match
Professional development and certification opportunities
Collaborative and innovative work environment
Opportunity to support technology operations at a leading global brand

Equal Employment Opportunity Statement

Ashley Furniture is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment decisions are based on qualifications, merit, and business needs without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

e performance of all job functions.

Ashley Furniture Industries

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