IT Services Specialist

At Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships.

Help build, support and operate technology used by more than 8,000 organizations in over 100 countries – moving AI from possibility to production in real-world enterprise environments every day.

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  Serve as the escalation point for complex incidents that cannot be resolved by the Global Helpdesk

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  Troubleshoot, configure, and repair computer hardware, printers, software, operating systems, and network connectivity issues

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  Provide hands-on and remote support to users across the US, including executive-level support delivered with discretion and urgency

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  Coordinate with L3 and L4 global teams for advanced troubleshooting while maintaining ownership through resolution and ensuring service levels are met

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  Perform installation, maintenance, and repair work on client computing hardware and software

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  Support end-user device lifecycle including deployment, operations, updates, and retirement

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  Manage onboarding and off-boarding tasks including device preparation, account setup, and new hire support

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  Maintain accurate asset and software inventory within ServiceNow

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  Support mobile devices across iOS and Android platforms, including management through Intune

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  Configure, maintain, and support Dell PCs, MacBooks, peripherals, and related hardware

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  Support and maintain audio and visual equipment and meeting room technologies such as Zoom and Microsoft Teams

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  Perform administrative tasks within ServiceNow, Active Directory, Azure AD, and SharePoint

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  Provide on-site support as needed, including assisting with equipment moves and office relocations

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  Participate in after-hours or on-call rotations based on business needs

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  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, 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

Employee Referral

If a Genesys employee referred you, please apply using the link they shared so we can connect your application to their referral.

About Genesys:

Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. Genesys Cloud™ is the Agentic Orchestration Platform that securely connects people, systems, data and AI across the enterprise with built-in governance and control. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.ai. 

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at reasonable.accommodations@genesys.com.

You can expect a response within 24–48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email.

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Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.