IT Services Specialist

Be the one building AI-powered experiences where they matter most. 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.Location: Menlo Park, CA, United StatesRole Overview: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.Key Responsibilities:Serve as the escalation point for complex incidents that cannot be resolved by the Global HelpdeskTroubleshoot, configure, and repair computer hardware, printers, software, operating systems, and network connectivity issuesProvide hands-on and remote support to users across the US, including executive-level support delivered with discretion and urgencyCoordinate with L3 and L4 global teams for advanced troubleshooting while maintaining ownership through resolution and ensuring service levels are metPerform installation, maintenance, and repair work on client computing hardware and softwareSupport end-user device lifecycle including deployment, operations, updates, and retirementManage onboarding and off-boarding tasks including device preparation, account setup, and new hire supportMaintain accurate asset and software inventory within ServiceNowSupport mobile devices across iOS and Android platforms, including management through IntuneConfigure, maintain, and support Dell PCs, MacBooks, peripherals, and related hardwareSupport and maintain audio and visual equipment and meeting room technologies such as Zoom and Microsoft TeamsPerform administrative tasks within ServiceNow, Active Directory, Azure AD, and SharePointProvide on-site support as needed, including assisting with equipment moves and office relocationsParticipate in after-hours or on-call rotations based on business needsManage hardware ordering, invoice coding, and charge-back proceduresRequired Qualifications:3 to 4 years of experience troubleshooting, configuring, and repairing computer hardware, printers, software, operating systems, and network connectivityStrong customer service focus with excellent interpersonal skillsExperience supporting onboarding and training usersExcellent written and verbal communication skills in English, with the ability to build rapport and communicate effectively at all organizational levelsAbility to work independently with limited guidance in own area of expertiseDemonstrated aptitude for continuous learning and innovative thinkingAbility to collaborate with peers on a global scaleAbility to communicate effectively with senior IT and business stakeholdersProficiency with Windows operating systemsBasic understanding of TCP/IP connectivity, VPN clients, and enterprise environmentsWorking knowledge of Active Directory, Azure AD, Microsoft 365, and endpoint management toolsPreferred Qualifications:Experience supporting mobile devices such as tablets, smartphones, and softphonesExperience with JamF for Apple device managementFamiliarity with Mac and Linux operating systemsCertifications such as CompTIA A+, Microsoft certifications, or ITIL FoundationExperience with Intune, Autopilot, ServiceNow, and endpoint analytics toolsExposure to audio and visual systems, including Zoom and webinar facilitationUnderstanding of IT security and access management principlesExperience with hardware ordering and invoicing processesFamiliarity with business telephony systems, including cloud and VoIP solutionsCompensation: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.  $31.11 - $54.76Benefits:Medical, Dental, and Vision Insurance. Telehealth coverageFlexible work schedules and work from home opportunitiesDevelopment and career growth opportunitiesOpen Time Off in addition to 10 paid holidays401(k) matching programAdoption AssistanceFertility treatmentsClick here to view a summary overview of our Benefits. Working at GenesysAI 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 ApplyAfter you apply, here's what you can typically expect: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.Stay ConnectedStay connected to learn more about how we're applying AI to customer and employee experience challenges and get notified when relevant opportunities become available.Get notified about relevant opportunities.Be the one building what's next - where AI, experience and impact come together.Employee ReferralIf 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. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. 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.com.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. This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-ups or resume submissions—may not receive a response.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.