Comfort starts with our 10,000+ team members across the globe, who are transforming the power of comfort every day. Our employees have the power to change lives, in our homes, work and communities. We foster an inclusive environment while honoring a legacy built on family, where everyone can be themselves.
 
If you are ready to join an industry leading organization where our people are the most important asset, and innovation propels us into the future, you’re ready to take your seat at La-Z-Boy Incorporated. 
 
WE BELIEVE IN THE TRANSFORMATIONAL POWER OF COMFORT

Job Summary:

This position is responsible for supporting end-user issues escalated by the Service Desk and fulfilling end-user service requests for hardware and software for all locations within La-Z-Boy Incorporated, including the Monroe HQ facility, as well as all Company Owned Retail Stores, Distribution Centers, manufacturing and remote office locations. This includes the installing, configuring, diagnosing, repairing and upgrading all user systems while ensuring optimal performance.

Job Description:

KEY RESPONSIBILITIES:

Responsible for troubleshooting hardware and software related issues. Ability to interpret the symptom or issue being reported and diagnose the root cause. May be required to engage technical resources from other teams, or external hardware and software vendors to diagnose and repair complex issues. Must provide end-user with resolution and / or workaround in a timely manner, as defined by the SLAs. Responsible for fulfilling service requests for new or replacement hardware. Must follow standard process and procedures to image, configure and install software. Ensures equipment is added to the domain and security software and patches are installed at current levels. Manages deployment of equipment to end-user, performing data transfer when necessary and an overview to end-user on the operation of new equipment and software. Ability to implement system installations without immediate supervision.Responsible for reviewing incidents received via the Service Desk and Self-Service assigned to the queue. Ensure all subsequent actions taken to investigate, diagnose or resolve the incident are documented in the work notes. This information is essential for further investigation if escalation is required. Open incidents for persons that make direct contact for support. Assist in reducing MTTR on future incidents of the same nature. Must keep end-user updated with current status through ServiceNow.Responsible for supporting business events. This includes, but is not limited to, planning and delivery of support at fall and spring markets in Hight Point, NC, Large-scale company meetings, events hosted both on-site at Monroe HQ and at off-site locations.Participates in Business Projects requiring client-side support for hardware and / or software deployments.  Develop documentation and testing new software installation procedures. Execute project tasks in a timely manner. Provides assistance  other IT resources, when necessary. May be asked to lead small project initiatives without immediate supervision.Provide support to the Executive Leadership team as necessary.Evaluate new technology, both hardware and software, to meet business needs.Ability to prioritize, handle stress, and adapt to swift change in a corporate environment.

SCOPE & IMPACT: 

This position provides desktop support to employees for all locations within La-Z-Boy Incorporated, including Monroe HQ, Company Owned Retail Stores, Distribution Centers, Manufacturing, and remote office locations.  Supports remote based employees (China, UK), during late evening / early morning hours.

MINIMUM REQUIREMENTS:  

Bachelor’s Degree in Information Technology, Computer Science or related with 2-4 years of relevant experience or equivalent relevant training / certification.Proficient with Microsoft applications and settings, including Office, Teams, Teams Rooms, OneDrive, and OneNote.Experience with various versions of Windows operating systems, protocols, and tools.Experience with Active Directory, Multi-Factor Authentication (MFA), network shares, network printing, wired and wireless networking (including DNS, VPN, 802.1x, and multiple- VLANs.Excellent troubleshooting skills.Ability to work independently with limited direction, as well as a part of a team.Ability to provide support during non-core business hours including weekends and holidays, as required.Ability to establish and maintain a high level of customer trust and confidence.Capable of timely performing tasks in dynamic/changing situations and under stress.Working knowledge of Mobile Device Management (MDM) (Intune/Mearki)Ability to accurately document processes and procedures.Familiar with network protocols, and topology.Experience with Apple operating systems and hardware, including iPhones, iPads, iMacs and MacBooks.Excellent organizational skills with demonstrated ability to prioritize workload and pay attention to detail.Excellent written and oral communication skills with proven ability to communicate with all levels including upper management.Travel: Up to 25%

PREFERRED REQUIREMENTS:

Have obtained industry support certifications such as CompTIA A+, Microsoft, or similar.Have obtained computer hardware training / certification.Working knowledge developing scripting (batch, bash, and/or PowerShell)Working knowledge of deployment tools, MDM, SCCM, Sysprep, Macrium, etc.Knowledge of audiovisual (A/V) equipment and/or distributed audio and video systems.

SUPERVISORY RESPONSIBILITIES: None

PHYSICAL DEMANDS/WORK ENVIRONMENT:

Often required to sit, stand, walk, climb stairs, kneel, squat, pull, push and lift- up to 30 pounds. Nearly continuously required to use repetitive hand motion (such as typing, and using tools) hear, listen, and talk. Seldom required to bend, stoop, climb ladders, crouch, crawl, reach overhead and lift - over 50 pounds.

OTHER DUTIES:  Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the incumbent for this job.  Duties, responsibilities and activities may change at any time with or without notice.

Weekly Hours:

40

Work Shift:

At La-Z-Boy Incorporated, we're an equal opportunity employer. We understand that our employees’ diverse backgrounds, experiences, perspectives, and viewpoints add value to our ability to create and deliver the best possible service, quality products, and is of upmost importance as we work together to build comfort. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.We are committed to fostering an environment in which all employees feel valued, included, and empowered to do their best work and bring great ideas to the table. If you are a qualified individual that may need a change or adjustment to the application/interviewing/hiring process as a result of your disability, you may request a reasonable accommodations by emailing our recruiting team at recruiting@la-z-boy.com or by calling 734-242-1444.