IT Services Specialist

Location:

Menlo Park, CA, United States

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 hin 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 Service Desk 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.

• 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 set‑up, and new hire support
• Maintain accurate asset and software inventory within Service Now
• Support mobile devices across iOS and Android platforms, including management through Intune
• Configure, maintain, and support Dell PCs, Mac Books, 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 Service Now, Active Directory, Azure AD, and Share Point
• 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

• 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

• 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, Service Now, 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

This role has a market‑competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role might…