IT Help Desk Technician at Tempur Sealy

IT/Software Development
Tempur Sealy
Trinity, NC 27370

Tempur Sealy International, Inc. is the world's largest bedding provider. We develop, manufacture and market mattresses, adjustable bases, pillows and other sleep and relaxation products. Combining a proud history and groundbreaking innovation, the company holds some of the most highly recognized brands in the industry, including Tempur®, Tempur-Pedic®, Cocoon™ by Sealy, Sealy®, Sealy Posturepedic®, Optimum™, and Stearns & Foster®.


Position Overview:

We are currently seeking an exceptional candidate to be part of the IT Infrastructure team at Tempur Sealy. This role is intended to be an entry level role for an individual who has desires to deliver excellent end user support. Succession for this individual may include Sr. Help Desk Technician, Help Desk Analyst, GSD Lead, or other technology-focused roles.

The focus of this position is to be the face of IT to the end user by resolving their operational issues in a timely manner with the highest level of quality and service. To support this goal, this position will interface heavily with the other IT support team members as follows:

  1. Application Analysts

  2. Systems Analysts

  3. Business Analysts

  4. Server Administrators

  5. Network Analysts

  6. Security & Compliance Analysts

This position may interface externally with various outside vendors as needed.

Essential Duties, Responsibilities, and Key Results Area:

  • Serve as the first line of communication for receipt of phone, email, and web-initiated incidents (Tier 1)

  • Understand basic hardware and software architecture related to desktop and other endpoint technology

  • Understand shrink-wrap application functionality (packaged/off-the-shelf application functionality)

  • Apply/specify software patches/virus protection

  • Utilize remote tools to effectively support end users

  • Create and maintain appropriate systems and user documentation

  • Timely and effective communication of production support issues

  • Demonstrate working knowledge of essential PC software (e.g., Windows Operating Systems, Microsoft Office Suite, etc.)

  • Educates customers

  • Demonstrate the use of good prioritization and time management skills

  • Use root cause analysis and other quality tools to maintain service levels

  • Timely and effective communication of production support issues

  • Demonstrate active listening through acknowledgement and application of information received

  • Compose written documents/communications at an appropriate level of detail that express ideas in a clear and concise manner

  • Strong verbal and written communication

  • Works effectively with people that have different views

  • Displays a sense of urgency

  • Enforce software license compliance

  • Balance the need for speed with quality

  • Keeps people up-to-date with information


  • Responsible for the end user support of Tempur Sealy's global systems and collaboration technologies and procedures in order to maximize end user productivity.

  • Supports and implements desktop hardware, phones, mobile devices, printers, software (e.g. Office) and wireless technologies

  • Supports and implements peripheral devices for the plant shop floor (thin clients, barcode printers, barcode scanner, etc)

  • Performs AD and systems maintenance for user moves, adds and changes

  • Supports Microsoft desktop tools such as Office 365 and its productivity components (Skype for Business, One Drive for Business, and SharePoint)

  • Collaborates with all internal and external third-party Tier 2 & Tier 3 resources to resolve problems and issues

  • Ability to understand and work in a global environment

  • Coordinate with IT and business users for implementing new technology and processes

  • Coordinate with appropriate persons to ensure that we comply with all policies for system changes

  • Serve in the On-call rotation for after hours and weekend coverage as needed

  • ServiceNow experience a plus

  • Familiarity with Microsoft System Center a plus