Service Desk Technician

Summary

Global Furniture Group is a leading North American manufacturer of furniture solutions, offering a broad range of high-quality, value-driven products for the workplace, education, healthcare, and hospitality markets. With over 50 years in operation and more than 4,000 employees worldwide, Global has a strong presence across Canada, the US, Mexico, China, and the UK.

As a recognized leader in the industry, Global currently has an immediate career opportunity at our Marlton NJ distribution center. The successful candidate will be responsible for providing timely, efficient, and customer-focused technical support to employees while ensuring a high level of service excellence.

Essential Duties and Responsibilities

• Monitor and respond to phone calls, emails, and other support requests from employees throughout the organization.
• Create, update, and track support tickets within the IT ticketing system (ServiceDesk Plus), ensuring timely resolution and accurate documentation.
• Provide first and second-level technical support for desktop computers, laptops, printers, software applications, mobile devices, and related technology issues.
• Install, configure, and maintain desktop hardware, software, peripherals, and printers as required.
• Document installation procedures, system configurations, troubleshooting steps, and support resolutions to maintain accurate IT records and knowledge base articles.
• Create, modify, and maintain user accounts, groups, and permissions within Active Directory and other supported systems.
• Assist with technical support and troubleshooting for Global Industries' customer portal and related applications.
• Participate in IT projects and technology initiatives as assigned, including system upgrades, deployments, migrations, and process improvement efforts.
• Escalate complex technical issues to appropriate IT team members or vendors when necessary and follow through to resolution.
• Maintain a high level of customer service by communicating effectively with users and providing timely updates on support requests.
• Adhere to company IT policies, security standards, and operational procedures while handling support activities.
• Occasional lifting and transportation of computer equipment, printers, monitors, and related hardware up to 50 pounds may be required.
• Frequent travel between company locations to provide on-site support, equipment installations, and project assistance.

Education/Experience

• Associate degree in Information Technology, Computer Science, or a related field preferred; equivalent work experience may be considered.
• One to three years of experience in an IT Service Desk, Help Desk, Desktop Support, or similar technical support role preferred.
• Experience supporting Microsoft Windows environments, Microsoft 365, Active Directory, printers, and mobile devices preferred.
• Industry certifications such as CompTIA A+, Network+, Microsoft certifications, or other relevant credentials are a plus.
• Strong customer service orientation with a commitment to providing exceptional support to end users.
• Excellent verbal and written communication skills, including the ability to explain technical concepts to non-technical users.
• Ability to troubleshoot and resolve hardware, software, printer, networking, and mobile device issues in a timely manner.
• Working knowledge of Microsoft Windows operating systems, Microsoft 365 applications, and Active Directory administration.
• Experience with IT ticketing systems and service management processes.
• Strong organizational skills with the ability to prioritize multiple tasks and manage workload effectively.
• Ability to document technical procedures, resolutions, and system configurations accurately.
• Demonstrated problem-solving and analytical skills with attention to detail.
• Ability to work independently as well as collaboratively within a team environment.
• Willingness to learn new technologies and adapt to changing business needs.
• Professional demeanor with the ability to maintain confidentiality and handle sensitive information appropriately.

Education and Experience

• Associate degree in Information Technology, Computer Science, or a related field preferred; equivalent work experience may be considered.
• One to three years of experience in an IT Service Desk, Help Desk, Desktop Support, or similar technical support role preferred.
• Experience supporting Microsoft Windows environments, Microsoft 365, Active Directory, printers, and mobile devices preferred.
• Industry certifications such as CompTIA A+, Network+, Microsoft certifications, or other relevant credentials are a plus.
  

Working Conditions/Physical Requirements

The role is a mix of office and employee-facing settings. Frequent travel between company locations to provide on-site support, equipment installations, and project assistance.

While performing the duties of this role may occasionally require lifting and transportation of computer equipment, printers, monitors, and related hardware up to 50 pounds may be required. Must be able to sit for extended periods of time while providing remote and in-person technical support. Occasional after-hours or weekend work may be required to support system maintenance, upgrades, emergency issues, or business operations.

WHO WE ARE

Global Furniture Group is a leading North American Manufacturer of furniture solutions. Global offers a broad range of furniture products designed for the workplace, education, healthcare + hospitality markets, delivering exceptional value and quality to its network of dealers, designers and customers.

Operating for 50+ years and employing more than 4,000 people worldwide, Global has locations throughout Canada, the US, Mexico, China and the UK.

COMPENSATION & BENEFITS

Actual base pay offered will be based on multiple factors, including but not limited to job-related knowledge/skills, experience, geographical location, and internal equity. At Global, an individual may not be hired at the high end of the range for their role. Compensation decisions are dependent upon the facts and circumstances of each position and candidate.

Global offers a comprehensive employee benefit program that enables our employees to stay healthy, feel secure, and maintain a work/life balance. The following are benefits we offer employees (or may be eligible for): Paid Time Off | Holiday Pay | Medical/Prescription Insurance | Dental Insurance | Vision Insurance | Health Savings Accounts (HSA) | Company-Paid Life and AD+D Insurance | Company Sponsored Long-term Disability | Short-term Disability | Voluntary Life Insurance | Employee Assistance Program (EAP) | Critical Illness and Accidental Injury Insurance | FSA | 401(k) & Roth 401(k)

BONUS

This position is also eligible for a performance-based bonus based on individual/department goals as well as overall company performance.

WHERE WE ARE

Global has distribution centers and showrooms located all across the USA + Canada.

Global USA Showrooms:

Atlanta | Boston | Chicago | Irvine | Miami | NYC | Philadelphia | Phoenix | Washington DC

Global USA Showrooms + Distribution Centers:

Atlanta | Baltimore |Chicago | Cincinnati | Dallas | Denver | Houston | Kansas City | Los Angeles | Miami | Philadelphia | Seattle | Tampa

You can visit us at www.globalfurnituregroup.com.

Work Authorization: Must be legally authorized to work in the U.S. on a full-time basis. Global does not sponsor work authorization or visas for this role.

Global is a smoke-free, drug-free workplace and equal opportunity employer.

Qualified applicants will receive consideration for this position without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. To request assistance in completing this application, please call 800.220.1900 and ask for Human Resources.

Veterans encouraged to apply.