IT Services Specialist

Genesys•Menlo Park, CA

4d•Hybrid

About The Position

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations deliver empathetic, personalized experiences at scale. Within this environment, the IT Services Specialist plays a key role in delivering reliable, high-quality technology support across North America. This position serves as a trusted technical resource, managing advanced ServiceDesk incidents and requests while building strong relationships and maintaining professionalism across the business. The role also supports the evolution of IT services through modern endpoint management, automation, and AI-assisted diagnostics, ensuring a consistent and frictionless employee experience.

Requirements

3 to 4 years of experience troubleshooting, configuring, and repairing computer hardware, printers, software, operating systems, and network connectivity
Strong customer service focus with excellent interpersonal skills
Experience supporting onboarding and training users
Excellent written and verbal communication skills in English, with the ability to build rapport and communicate effectively at all organizational levels
Ability to work independently with limited guidance in own area of expertise
Demonstrated aptitude for continuous learning and innovative thinking
Ability to collaborate with peers on a global scale
Ability to communicate effectively with senior IT and business stakeholders
Proficiency with Windows operating systems
Basic understanding of TCP/IP connectivity, VPN clients, and enterprise environments
Working knowledge of Active Directory, Azure AD, Microsoft 365, and endpoint management tools

Nice To Haves

Experience supporting mobile devices such as tablets, smartphones, and softphones
Experience with JamF for Apple device management
Familiarity with Mac and Linux operating systems
Certifications such as CompTIA A+, Microsoft certifications, or ITIL Foundation
Experience with Intune, Autopilot, ServiceNow, and endpoint analytics tools
Exposure to audio and visual systems, including Zoom and webinar facilitation
Understanding of IT security and access management principles
Experience with hardware ordering and invoicing processes
Familiarity with business telephony systems, including cloud and VoIP solutions

Responsibilities

Serve as the escalation point for complex incidents that cannot be resolved by the Global Helpdesk
Troubleshoot, configure, and repair computer hardware, printers, software, operating systems, and network connectivity issues
Provide hands-on and remote support to users across the US, including executive-level support delivered with discretion and urgency
Coordinate with L3 and L4 global teams for advanced troubleshooting while maintaining ownership through resolution and ensuring service levels are met
Perform installation, maintenance, and repair work on client computing hardware and software
Support end-user device lifecycle including deployment, operations, updates, and retirement
Manage onboarding and off-boarding tasks including device preparation, account setup, and new hire support
Maintain accurate asset and software inventory within ServiceNow
Support mobile devices across iOS and Android platforms, including management through Intune
Configure, maintain, and support Dell PCs, MacBooks, peripherals, and related hardware
Support and maintain audio and visual equipment and meeting room technologies such as Zoom and Microsoft Teams
Perform administrative tasks within ServiceNow, Active Directory, Azure AD, and SharePoint
Provide on-site support as needed, including assisting with equipment moves and office relocations
Participate in after-hours or on-call rotations based on business needs
Manage hardware ordering, invoice coding, and charge-back procedures