Position: Endpoint Services Analyst

Location: Brandon, FL 5-day ON-SITE

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

Summary

The Endpoint Services Analyst is responsible for supporting all systems that enable our manufacturing and distribution teams to stay functional. This includes Microsoft Windows based workstations and laptops, Apple workstations and 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 Endpoint Services Analyst will strategically provide strong customer service while focusing on technical innovation to strengthen our infrastructure. The Endpoint Services Analyst will adhere to the Company’s computer security policy, software standards and other company and departmental policies and processes.

Responsibilities

· Performing specialized and 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 as well as 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. This includes passing and maintaining an active lift training and certification with Ashley.

· 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 manufacturing and distribution productivity.

· Perform routine/scheduled audits of the systems, including all software backups of major manufacturing machines.

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

· Provide support for conference rooms and specialized Audio/Visual equipment such as amps, projectors, TV screens, conferencing equipment, microphones, speakers, Microsoft Teams, and Zoom.

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

· 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 that is nearing end-of-life and work with venders on warranty RMA’s to get defective products replaced.

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

· Demonstrate the ability to work individually without supervision in an efficient manner.

Preferred Skills

CompTIA A+

Basic Networking

Field IT work

Retail POS experience a plus

Bilingual, a plus but not necessary

Ability to travel 25% when needed