IT Services Specialist

Genesys•Indianapolis, IN

20h•$54,200 - $95,400•Hybrid

About The Position

Deliver seamless technology experiences that keep employees productive, connected, and supported across both in-office and remote environments. This role ensures the reliability and performance of end-user systems while directly influencing employee efficiency, satisfaction, and operational continuity. You will own the end-to-end lifecycle of workplace technology, from deployment to optimization, while partnering across teams to elevate service quality and user experience. At Genesys, this work contributes to enabling teams that power customer experience innovation at scale, giving you visibility into enterprise systems and opportunities to expand into advanced infrastructure and cloud technologies.

Requirements

1 to 2 years of experience in IT support within a professional environment
Strong customer service orientation with the ability to deliver a high-quality user experience
Excellent verbal and written communication skills
Demonstrated problem-solving ability with a proactive and curious approach to technology
Hands-on experience with macOS and Windows operating systems
Experience supporting mobile devices across iOS and Android platforms
Familiarity with TCP/IP networking, VPN connectivity, and endpoint troubleshooting
Ability to lift up to 25 lbs as part of hardware support responsibilities

Nice To Haves

Experience with Azure Active Directory and Active Directory environments
Exposure to endpoint management tools such as Intune, Windows Autopilot, and Jamf Pro
Experience using ServiceNow or similar IT service management platforms
Familiarity with Microsoft Office 365 administration and support

Responsibilities

Own the end-to-end support and performance of desktop computing environments for on-site and remote employees, ensuring consistent uptime and productivity
Diagnose and resolve complex hardware, software, and network issues to minimize downtime and improve system reliability
Manage and optimize the lifecycle of client devices, including provisioning, configuration, maintenance, and decommissioning
Serve as a Tier 2 escalation point, driving timely resolution of advanced technical issues and improving overall service desk efficiency
Deliver high-quality support for collaboration tools, including Zoom and Microsoft Teams, ensuring reliable meeting and event experiences
Implement and maintain endpoint configurations and updates that enhance performance, security, and user experience
Enforce corporate security standards and proactively identify risks across endpoint environments
Evaluate and recommend modern hardware and software solutions aligned with evolving business needs
Drive effective ticket management and process documentation within ServiceNow to improve service delivery and knowledge sharing
Support onboarding initiatives by delivering technical training and enabling new hires to be productive from day one
Troubleshoot and support mobile device ecosystems across iOS and Android platforms
Contribute to foundational server, network, and telephony support to ensure operational continuity
Maintain accurate hardware and software inventory to support asset management and planning
Ensure reliable performance of in-office audio and visual systems to support collaboration and communication
Provide after-hours or on-call support as needed to maintain critical system availability