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IT Services Specialist

2 months ago

Menlo Park, California, United States Genesys Cloud Services, Inc. Full time
About the Role

We are seeking an IT Services Specialist to join our team at Genesys Cloud Services, Inc. This role will provide technical support and maintenance for our desktop computing environment, including troubleshooting, configuring, and repairing computer hardware, printers, software, network connectivity, and operating systems.

Key Responsibilities
  • Provide high-level customer support with a focus on ownership and follow-through with every interaction.
  • Serve as a tier 2 technical escalation point for the Global IT ServiceDesk Team for issues that cannot be resolved via phone or remote access.
  • Perform installations, maintenance, and repair work on client computing hardware or software.
  • Enforce corporate security standards and industry best practices for the desktop computing environment.
  • Investigate and recommend hardware and software solutions, as well as upgrades based on evolving business requirements.
  • Support video conferencing and presentation tools (e.g., Zoom and Zoom rooms).
  • Manage work requests via ServiceNow ticketing system and create documentation for support processes and workflow.
  • Provide periodic training for New Hire orientation.
  • Support and troubleshoot mobile devices (e.g., iOS and Android).
  • Perform basic server, network, and telephony support (e.g., racking servers, building phones, configuring Zoom Rooms).
  • Manage and maintain hardware and software inventory.
  • Support and maintain in-office Audio and Visual equipment.
  • Perform after-hours or on-call work, as necessary.
Requirements
  • Onsite work at our Menlo Park office required.
  • Minimum 2-3 years of IT support experience in a professional environment.
  • Strong customer service focus and interpersonal skills.
  • Excellent communication skills, both written and verbal, with the ability to effectively articulate technical information to both technical and non-technical stakeholders.
  • Proactive self-starter who actively seeks out innovative opportunities to deliver value, while ensuring alignment to the overall IT strategy and priorities.
  • Strong problem-solving skills and ability to adapt to a fast-paced, dynamic environment.
  • Highly organized, demonstrated aptitude for continuous learning, and up-to-date with the latest technologies.
  • Extensive technical knowledge of Mac OS and Windows OS.
  • Experience supporting mobile devices, iOS, and Android.
  • Experience with Zoom, Zoom rooms, and other video conferencing technologies.
  • Experience with Azure AD, Active Directory, Intune, Windows Autopilot, Jamf Pro, ServiceNow, Microsoft Office 365.
  • Basic understanding of TCP/IP connectivity, VPN clients and connectors.
What We Offer
  • Market-competitive salary with an anticipated base compensation range.
  • Medical, Dental, and Vision Insurance.
  • Telehealth coverage.
  • Flexible work schedules and work from home opportunities.
  • Development and career growth opportunities.
  • Open Time Off in addition to 10 paid holidays.
  • 401(k) matching program.
  • Adoption Assistance.
  • Fertility treatments.