IT Services Specialist

Be the one building what's next - where AI, experience and impact come together.

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.

Role Overview: 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.

Key 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

Required Qualifications:

• 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

Preferred Qualifications:

• 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

Compensation:

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 also be eligible for a commission or performance-based bonus opportunities.

$54,200.00 - $95,400.00

Benefits:

• 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

Working at Genesys

• AI at enterprise scale – Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. 150+ new AI features were released in the last fiscal year.
• A flexible-first culture – Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work.
• Growth in the AI era – Build future-ready skills through mentorship, learning programs, leadership development and education support.
• Time to recharge and give back – Benefits include paid volunteer time, August Free Fridays, well-being resources and regionally tailored programs for employees and their families.
• Recognized globally – Genesys is Great Place to Work® certified in 17 countries and 94% of employees are proud to tell others they work at Genesys.

Learn more about our culture, AI innovation and sustainability commitments through our Careers site and Sustainability Report.

What Happens After You Apply

• Our Talent Acquisition team reviews your application with the hiring team.
• A Talent Acquisition Partner will review your application and, if your background is aligned, schedule a Zoom interview.
• Next, you'll meet the hiring manager and other members of the interview team.
• We aim to keep the process focused and respectful of your time, with no more than five interviews in most cases.
• After interviews are complete, our team will follow up with the final steps.

Every application is reviewed by a person. Response times may vary by role and location, but our team will keep you informed throughout the process.