IT Support Specialist

City Mattress, a family owned and respected retailer in business for over 50 years, is recognized as being a preferred employer and the top mattress and bedroom furniture retailer in WNY and Florida. Our business is a mix between high end retail and manufacturing, e-Commerce and Direct to consumer. We're a household name in FL and NY (you've probably seen our commercials?). Building on decades of experience, we are growing and innovating across all our departments. Be a part of a growing family business where integrity, respect, and trust are woven into our core values and where employees are treated as our greatest assets.

Our Values:

• INTEGRITY
• HIGH PERFORMANCE
• CUSTOMER CENTRICITY
• TRUST
• TEAM

Job Overview:

In the role, you will be responsible for working with the team and handling IT support tasks. The ideal candidate will have excellent written, and verbal communication skills. Excellent customer service experience is also a requirement for this role. The candidate should be well versed in troubleshooting and maintaining corporate infrastructure. This position is 100% on-site, although we are flexible with occasional remote work when needed.

Responsibilities and Duties:

• Manage security tools, end-point computers, servers, and network infrastructure
• Maintain and update documentation as needed
• Participate in rotating on call schedule with teammates
• Manage vendor relations and activities
• Maintain system backup and recovery model
• Rollout mobile devices and laptops across the business
• Monitor systems across the network and ensure 24/7 uptime
• Field technical support calls for all of City Mattress and its associates
• Escalate support issues according to the escalation procedure
• Proactively monitor backup logs to ensure they are completing properly
• Foster communication with the end-user to strengthen trust and partnership
• Provide onsite or remote support when necessary
• Always be sure work is done at a professional level in both functionality and appearance
• Maintain company documentation standards for proper issue tracking and customer support
• Effectively manage time and prioritize issues
• Proactively recognize issues and plan accordingly before they become large scale problems
• Maintain a professional appearance

Qualifications:

• 2-4 years of working IT experience with desktops and networking including Windows Desktop (Vista-Win10), Microsoft Office suite (03-2013), Apple IOS
• Associates or Bachelor’s degree preferred
• CompTIA Network certification is required or equivalent experience
• Excellent communication skills
• Applicants must be able to lift 50 pounds.
• Ability to manage Linux server environment
• Experience with Microsoft Intune desired
• Expertise with backup and recovery methodologies
• Working knowledge of VMWare and virtualization
• Must have experience configuring and maintaining high availability systems in the cloud and on-premises
• Experience monitoring system performance and troubleshooting issues
• Experience with customer service in a technical role
• Azure Fundamentals certification would be a plus
• Experience handling a support ticket queue
• Working knowledge of Identity services such as Active Directory and Azure AD

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Referral program
• Retirement plan
• Vision insurance

Compensation package:

• Bonus opportunities

Schedule:

• 8 hour shift
• Weekends as needed

Experience:

• Help desk: 2 years (Preferred)

Ability to Relocate:

• Bonita Springs, FL: Relocate before starting work (Required)

Work Location: In person