IT Operations Analyst

At Factory Direct Enterprises LLC d/b/a Ashley (FDE), we are committed to "Amazing" our Team Members by supporting their journey toward becoming their best selves. This commitment is reflected in our competitive compensation, benefits, culture, and growth opportunities, all of which align with our vision of being the employer of choice in every community we serve.

Who We Are:

• #1 Selling Furniture Brand in the World
• #1 Retailer of Furniture and Bedding in the United States

As an industry leader, we offer the best compensation package in the furniture industry, including:

• Competitive Base Salary range between $55,000 - $65,000 annually based on qualifications and relevant experience.
• 401(k) Program with a company match.
• Paid Time Off and Holiday Pay, including your birthday.
• Medical, Dental, and Vision Benefits starting as low as $25 a week.
• Referral Bonuses: Earn up to $1,000 for referring qualified candidates for open positions.

Our Culture and Team Member Programs: At FDE, we pride ourselves on a culture of recognition and growth. We believe in investing in our team and value their feedback through programs like Employee Surveys. Our Ashley Cares programs highlight our commitment to our team, our guests, and our communities, including:

• Hope to Dream: For every mattress sold, a portion of the proceeds is used to purchase and donate beds to children in need (ages 3-16).
• Give a Day: Every Team Member is encouraged to volunteer for one day per year with an approved organization, and we'll pay you for that day.
• Corporate Chaplains: Providing support in areas such as grief care, hospital visits, marriage and parenting support, aging parents, and stress management.
• Life Resources: Quarterly events supporting Team Members in areas like finances, relationships, health, and wellness.
• Team Member Relief Fund: Offering financial support for unexpected life events.
• SmartDollar: A FREE financial wellness program to help you budget, reduce debt, and save for the future.

Essential Functions

The IT Operations Analyst is responsible for ensuring the reliable operation of the company’s technological environment, including Applications, Servers, Networks, Telephony, and End User Computing. This role also includes maintaining technology standards at retail locations, capturing operational metrics, and reporting KPIs related to service health and performance. The IT Operations Analyst reports to the IT Operations Manager and receives strategic direction from the Director of IT.

Key Responsibilities:

Technology Operations & Monitoring

• Assess, monitor, and maintain the health of Applications, Servers, Networks, Telephony, End User Computing devices, and other IP-connected technologies.
• Crosstrain on new projects to ensure effective monitoring, support, and maintenance.
• Deliver operational excellence and report metrics to management.
• Serve as a culture ambassador by enforcing core values and mission consistently.

Application Operations

• Monitor internal and external applications, including Office 365, SharePoint, Windows/Intel PCs, STORIS ERP, and retail applications.
• Utilize end-user support tools (FreshService, SysAid, PDQ, Splashtop, Lansweeper).
• Report on application health, performance, and capacity; audit and assist with patch management.
• Create and maintain documentation for procedures and workflows.

Server Operations

• Monitor internal datacenter servers (Dell, HP) and storage systems (EMC SAN, NAS) across Windows, Linux, and Apple operating systems.
• Work with Windows Server 2016+, PowerShell, VMware, VEEAM, Active Directory, DFS, GPO.
• Report on server health, performance, and capacity; assist with server patching and documentation.

Network Operations

• Monitor network infrastructure, including firewalls (Sophos), switches, WAPs (Netgear), vendor gateways, and ELAN connectivity.
• Apply knowledge of TCP/IP, DNS, DHCP, WiFi, and routing protocols.
• Report on network health, performance, and capacity; audit and assist with network patching.

Telephony Operations

• Maintain internal Mitel and external cloud telephony systems.
• Report on telephony infrastructure health, capacity, and vendor performance.
• Audit and maintain telephony documentation.

End User Computing (EUC) Operations

• Support and monitor desktops, laptops, thin clients, iPads, Windows, and Apple devices.
• Report on EUC health, performance, capacity, and vendor service.
• Audit and assist with EUC patching; maintain documentation.
• Audit assets to ensure compliance with technology standards.

Communication & Standards

• Communicate IT-related updates and escalations clearly and tactfully.
• Comply with and enforce organizational policies and procedures.
• Perform other duties as needed, including:
• Store visits for governance and compliance
• Staff coverage during peak periods
• After-hours or weekend work for major projects

Schedule & Travel Expectations

• Full-time, 40 hours/week; Monday–Friday, 9am–6pm with a 1-hour lunch.
• Occasional after-hours or weekend work for implementations or projects.
• Participate in a rotating on-call schedule (1 week per month, Monday–Monday).
• Travel to retail locations for maintenance or repair events.

Education & Experience Requirements